We are currently looking for a team manager for one of our clients a leading Fashion Brand. Brief overview of Role To handle a project being responsible of the customer objectives and leading the team in order to deliver the service asked and reaching the SLA's Accountabilities -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 as a team leader controlling turnover and retaining potential and motivated team members -Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes -Keep track of each agent's training and training needs to improve technical and phone communication's skills -Participate in the recruitment process close to HR Department giving an update from the needs and interviewing as a second interview the candidates who passed the HR interview -Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics -Organize and optimize shifts -Make sure processes and procedures are up to date and adhered to take overflow calls / tickets. -Offer support in critical problems (case escalations, emergencies, customer complaints). -Take care of logistic problems (office supplies, general working conditions). -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. -Maintain l knowledge and expertise associated with applications specific to individual customers. -Ensure contractual SLA is maintained. -Maintain contact with the customer regarding cases, new procedures, applications, tools -Collect metrics, analyze these and report to customer / management / quality team. -Provide other reports to management, as needed. Requirements -High/native level of English and Spanish -A third language will be a plus (specially French or German) -Working knowledge of IT Platform, equipment, and applications :Windows/MS Office/ internet configuration -Business knowledge and commercial awareness _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 Offer -Full-time and long-term contract -Internal Development Program -Relocation Package (if you're living abroad) Europe Language Jobs es el portal de empleo para vacantes con idiomas en Europa. Al aplicar en esta oferta recibirás por email los datos para seguir con el proceso de selección. Ref: 35859