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French Supervisor with English

Job Description

We are currenty looking for a Supervisor with excellent level of English and French.



-Monitor and report team performance (correct call treatment, case treatment..)
-Give agents feedback on their individual performance preferably on a weekly base to improve and motivate their daily work
-Motivate, control turnover, and retain potential and motivated team members
-Organize weekly meetings to give feedback on team performance, inform about new procedures, upcoming changes
-Keep track of each agent's training and training needs to improve technical and phone communication skills
-Participate in the recruitment process along with the HR Department. Responsible for the 2nd interview of candidates who have passed the HR screening interview
-Manage all disciplinary issues effectively (with oral warnings and involve HR with written ones)
-Ask management to hire new agent(s), either to substitute or to complete the team, using concrete metrics 
-Manage teams pipeline and support in closing deals.
-Design and implement performance improvement plans for low performing sales representatives.


-Organize and optimize shifts
-Make sure processes and procedures are up to date and adhered.
-Offer support on critical problems (case escalations, emergencies, customer complaints).
- Take care of logistic problems (office supplies, general working conditions).

Team and Customer Management

-Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.
-Make outbound sales calls/emails and generate new business for the team. 
-Manage the team with daily tasks and implement strategies to deliver on client focuses. 
-Walk the sales floor to motivate staff and ensure they stay productive. 
-Walk the sales floor and provide support to all members of the team when required.
-Maintain knowledge and expertise associated with applications specific to individual customers.
-Ensure contractual SLA is maintained.

Client Contact 10%

-Prepare Service Level Reviews and attend Service Level Review meetings.
-Maintain contact with the customer regarding cases, new procedures, applications, tools


-Collect and analyze metrics and report to customer / management / quality team.
-Provide other reports to management, as needed.


We offer

-Full-time and long-term contract.
-Salary: 21.000Eur gross/year + up to 6.000 Euros in bonus+ overachievement bonus+ ticket restaurant card.
-Opportunity to join an international team.
-Internal Development Program.
-Free Spanish/Catalan certified lessons.
-Relocation Package provided.


-French native level with excellent English
-Working knowledge of IT Platform, equipment, and applications: Windows/MS Office/ internet configuration
-Business knowledge and commercial awareness
-Knowledge and experience of salesforce is beneficial.

Previous experience

-Previous experience as a sales supervisor is beneficial
-Ad Tech or online marketing experience
-Advanced sales experience

Personal abilities

-Strong communication skills
-Strong leadership skiills.
-Ability to implement and manage change.

***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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