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. THE JOB 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 resource utilization and minimize overtime. This will involve developing and implementing effective processes and procedures to ensure efficient use of resources and minimizing waste. Additionally, you will be responsible for ensuring that all team members are properly trained and equipped to perform their duties effectively. You will also be expected to identify and address any potential issues or problems before they become major concerns.