The Spanish Service Delivery Supervisor is responsible of the organization of the Market Service Delivery team and the training and development of the Service Delivery Handlers to deliver the services to our client, piloted by the KPIs and the SLAs and at the right quality. The Market Service Delivery Supervisor is also in charge of the daily relationship with the client, ensuring regular review and reports. He reports to the Global Service Delivery Director.

Main tasks, duties, and responsibilities:

• Manage the performance (productivity, quality, KPIs, SLA, etc.) of the services agreed.
• Manage all the German team, including training and coordination activities.
• Identify opportunities of development of the collaborators and accompany them to their development.
• Communicate regularly to IG Germany operational results.
• Conducts collaborators talks and reviews concerning performance and adherence to guidelines.
• Manage all working and operational requests (absences, sick leave, working times, etc.)
• Enforce company policies and suggest continuous improvement.
• Support conflict resolution
• Make sure the processes are understood by the teams.
• Define and follow the learning curve of each collaborator.
• Deliver training, coaching, assessment when necessary
• Continuously improve the training tasks
• Report to the IG GSF Service Delivery Director

Education / Work Experience

3-5 years of experience in coordination or management of an operational team

Know-How

• Learning & Development skills
• Coaching skills
• Customer Care Management skills
• Workflow Management skill
• Microsoft Office

Languages

• Spanish: Native or Bilingual
• English: Fluent