Job description

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Customer Service Supervisor with English

Ubicación: Madrid, Spain

Departamento: Native Speakers


HomeAway, company leader in the travel industry


The Customer Service Supervisor will be responsible for ensuring our operation, providing coaching to a team of 20-30 staff and handling customer escalations. This person will be responsible for delivering the CE department’s key performance metrics and strategic objectives.

This vacancy is Full time permanent position of 40 hours, from 8-17h or 13h to 22h, from Monday to Sunday with 2 days off.

Your main responsibilities will be:

-Manage day to day team activities
-Delivery performance metrics: Service Levels (Phone/Chat/Email), Customer Satisfaction (Csat)
-Delivery hygiene metrics: productivity, AHT, schedule adherence, attendance
-Act as an information source for agents' questions pertaining to process, policy and work schedules
-Resolve escalated customer complaints and questions within required timeframe; assist team with de-escalation of calls in real time as needed
-Complete weekly performance quality monitoring of Phone/Chat/Emails providing coaching feedback to CSR’s.
-Complete weekly Csat analysis to enable coaching feedback to CSR’s
-Enable and encourage great team morale
-Provide continuous feedback to CSRs and Team Coaches
-Coordinate training for new hires and existing staff; participate in the delivery of training
-Support recruitment, on boarding, training and continuous development


We are looking for a candidate that meets the following criteria:


-Associate Degree


-At least 2 years of experience in a similar position with Management people experience
-Experience managing more than 15 people
-Experience with remote management

Technical skills:

-Native English
-High standards of computer literacy and keyboarding skills. Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, etc.) are required. (Intermediate level).

Soft skills:

-Focus on Customer Loyalty
-Highly motivated, focused passionate about connecting with people and customers
-Ability to inspire and motivate people
-Task orientation
-Communication skills
-Time management and organisational skills
-Initiative and proactiveness
-Professionalism and team work
-Good decision-making


-Attractive salary
-Social benefits
-Full permanent positon
-International environment


Sonia Carro
(+34) 91 590 04 31 (#117)


Sonia Carro
(+34) 91 590 04 31 (#117)

Talent Search People es una consultoría internacional de selección de personal, ubicada en Barcelona, Madrid y Lisboa. Somos expertos seleccionando perfiles en cuatro áreas de especialización: Comercial y Marketing, IT & E-Commerce, Native Speakers y Finanzas y Administración.

Placement agency Nº 9900000357
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