Supervisor with Italian or Spanish Poznań, wielkopolskie

Supervisor with Italian or Spanish
Poznań
Poznań, Wielkopolskie, Poland

Supervisor with Italian or Spanish Poznań, wielkopolskie

This is an exciting opportunity to supervise a newly developed Customer Engagement Center team and play a fundamental part in its growth and success. This role will lead an initial team of Associates and will report to the Senior Manager for Delivery. As a Supervisor you will manage and inspire your team to meet and exceed the commitments to our client. As well as ensuring KPIs and service levels are met, you will motivate your Associates to perform at the highest level, in turn offering them an opportunity to grow and develop throughout their career in Conduent. Your responsibilities Managing day-to-day responsibilities for a team of Associates and providing operational support where necessary, Ensuring that the Associates are fully equipped with appropriate knowledge to perform their activities, Participating in the recruitment process and onboarding of the associates, Setting goals, delegating tasks, monitoring work progress, Mentoring and training associates, conducting performance appraisals, and preparing improvement plans, Inspiring and motivating your team and building culture of engagement, Together with the team – being an advocate for the organization, providing best in class customer experience, enhancing the brand in every interaction, Attracting new customers and ensuring existing customers are supported at every step of their journey, Ensuring that service levels and KPI’s consistently meet the client requirements, Handling customer interactions, if required, Building a strong relationship with the client and handling client communications and escalations as appropriate, Ensuring the guidelines and processes are followed by associates and flagging any risk through the appropriate channels, Identifying process gaps and implementing solutions with the key stakeholders, Participating in the improvement projects for the operational area, Implementing best practices and ensuring adherence to operational guidelines, Providing SLA/KPI reporting to the delivery lead. Our requirements Very good English and other European language (at least C1): Italian or Spanish, Previous supervisory experience and strong ability to coach, lead and inspire, Experience working in an BPO/SSC /Customer Experience /Sales, or the Automotive industry would be an asset, Openness to support the team during the weekends (at least 1 weekend/month)Excellent people management skillExcellent analytical and decision-making skills, Good verbal and written communication skills, including rapport building through various communication channels, Good organizational and analytical skills, Solutions orientated with excellent decision-making skills, Training delivery skills, Sales oriented mindset, Highly motivated, proactive, and flexible attitude, Can work to deadlines with efficiency and accuracy, Strong MS Office skills and use of bespoke systems and databases. What we offer Opportunity to launch a new client with a strong global network of experienced colleagues, A permanent employment contract with an attractive bonus plan, Newly refurbished attractive open plan office space in Lodz, Fun and friendly environment, team events and social activities, Opportunity to develop your skills and experience, Extensive training and learning opportunities to grow, Global Company, international diverse and inclusive environment, And our attractive interesting extra’s for all our Associates.