GHB EU Customer Service Supervisor - Madrid

As a supervisor you will manage a team of Customer Service Analysts. Key to the role is proactive management of global and client KPI commitments and to maximize team performance through developing and coaching the team in order to deliver a high quality & customer centric service offering.

includes but is not limited to:

• Staff- and Work planning: Accountability to review, assess and forecast inflow of work (Emails and Calls) to optimize staffing levels & shift patterns to maximize results.Ensure that the team KPIs can be achieved on a day-to-day basis and highlight risks to the management team alongside with suggestions of mitigating actions.
• Performance Management: Accountability to ensure that productivity, quality and customer satisfaction objectives are met by the team. Be a role model for a high-performance culture and proactively manage performance in the team by taking appropriate actions.
• Employee ...