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French or English Coordinator - Customer Service

Job Description

We are looking for a Coordinator with languages for our project working with one of the leaders in the IT sector to handle and lead the team in order to deliver the service asked and reach the SLAs.

The Coordinator has the following main responsibilities:

-Manage Agents' performance through continuous supervision in order to improve quality and efficiency
-Give Agents feedback on their individual performance and team performance
-Organize training with quality for new and existing agents
-Keep track of each agent's training and training needs 
-Participate in the recruitment process close to HR Department
-Manage all disciplinary issues effectively 
-Organize and optimize shifts and distribute and balance workload over the agents.
-Review processes and procedures with quality on a regular timeframe
-Analyse reporting data and come up with structure improvements suggestions (misrouted, TCE, claim, etc...).
-Review the escalations made by the agent
-Collect metrics, analyse these and report to management / quality: KPIs, Escalations, Monitoring, etc..

We offer

-Full-time and long-term contract
-Salary: 16470.15 Eur gross/year + 3000 Eur gross/year in bonus
-Internal Development Program
-Free Spanish/Catalan certified lessons
-Relocation Package provided


-Excellent/Native level of English and/or excellent level of French
-Knowledge of Windows/MS Office/ internet configuration
-Previous experience at least one year in a Contact Center environment
-High customer care skills and the ability to deal with client's and company's requirements
-Strong people management skills and capacity to motivate and inspire people 
-Good organizational capacity



_The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation




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