David Kennedy Recruitment is working with a leading customer experience company that is seeking to onboard a Customer Service Team Leader to lead and develop a team of customer and consumer service representatives in Barcelona.
Position: Team Lead
Location: Barcelona, Spain
Model: 100% On-site
Employment type: full-time
DUTIES AND RESPONSIBILITIES:
Lead, support and develop a team of customer and consumer service representatives
Foster a collaborative, positive and results-oriented working environment
Motivate the team and promote engagement with service objectives
Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines
Monitor daily team productivity, KPIs, adherence and SLA compliance
Analyse team performance metrics to identify improvement opportunities and determine operational priorities
Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction
Participate in client meetings and communicate relevant information to the team
Identify training needs and support the organisation of sessions to reinforce knowledge and best practices
Gather team feedback on processes, operational needs and improvement opportunities
Support the preparation and follow-up of reports covering performance, incidents and customer feedback
Ensure compliance with company policies and applicable project regulations
REQUIREMENTS:
Native or near-native level of Danish
Fluent in English and Chinese
Demonstrable previous experience managing customer service teams
Experience working with customer service processes, tools and best practices
Ability to analyse performance indicators and use data to support decision-making
Good knowledge of Microsoft Office and Excel for tracking, analysis and reporting
Knowledge of Salesforce or other CRM tools
Excellent communication skills and the ability to deliver clear and constructive feedback
Strong people management and team motivation skills
Ability to manage priorities, make decisions and adapt to change
BENEFITS:
Excellent remuneration package based on experience, skills and performance
Great office location in Barcelona
Full paid training about the company and the project you will be working on
Career development program and specialized courses
Guidance and tools to reach career potential.