Customer Service Team Lead (Spanish Speaker)

Location Barcelona
Discipline: Customer Service, Management
Language Spanish
Job type: Mid-Level
Contact name: Josje Noe

Contact email: josje@bluselection.com
Job ref: 3167
Published: about 2 months ago
Ready to use your experience of being a Team Lead in Customer Service for our client that is insourcing their Customer Service Hub in Barcelona? In this position, you will be responsible for leading a team of Customer Service agents. As the Service Hub is being created, it is a position that requires a high level of flexibility and pro-activity. Your experience as being a team lead will be highly valued in this environment where there is a focus on making sure customers are helped according to the highest standards. Our client values inclusivity, diversity, and focuses on creating an open and equal work environment. Sounds like the perfect job for you?! Then don´t hesitate to apply directly!

Your responsibilities and impact as a Customer Service Team Lead will be:
  • Leading a team of Customer Service representatives and acting as a link between agents and the operations management
  • Overseeing the overall team performance (meeting quality standards, SLAs, and KPIs)
  • Providing reports on workload trends, backlogs, and propose staffing requirements
  • Creating and maintaining a collaborative working environment
  • Cooperating closely with other team leads to enable mutual learning and overcoming systematic quality problems
  • Acting as a single point of contact for escalations and actively finding solutions
Skills, qualifications, and interests you need to succeed in this role:
  • 3+ years of applicable team lead experience in a contact center, ideally in the automotive sector
  • Having people leadership skills, and the ability to inspire and develop teams
  • Having excellent communication skills, both verbal and written
  • Native in Spanish, ideally fluent in Portuguese and proficient in English (additional European language skills are a plus)
  • Having a proactive and well-structured working style
  • Being flexible and able to adapt to changing environments
What´s in it for you?
  • Competitive salary
  • Working in a fast paced and highly changeable environment
  • Helping to create the Customer Service Hub of one of the world´s leading luxury automotive brands
  • Working in an inclusive, diverse, and international team
  • Possibility to partially work from home after the initial training months
  • Nonhierarchical work environment
  • Starting date: 15/02
Your future company
An innovative luxury automotive brand that is currently insourcing their Customer Service department. They have offices worldwide to cater for the needs of their international clientele. The Customer Service department in Barcelona will focus on a big part of the European Market.