Job Description
Customer Service Team Lead
- Badalona, Catalonia, Spain
- Customer Service
- Full time
Description
Life is too short to work for a boring company, so why don’t you join us? We are looking for a passionate Customer Service Team Lead with at least 3 years of professional experience in a similar position, who has the ability to lead, motivate and inspire others with strong relationship building skills to achieve and exceed goals. You will be responsible for supervising, managing and motivating team members on a daily basis.
As a team leader, you will be the contact point for your agents and for other teams such as HR, Operations, Product, etc so your communication skills should be excellent.
You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals.
Does that sound like you?
But first, let’s break the ice!
Who we are & what we do
At Leadtech, we work hard… and play harder! Our mission is to bring forward new business ideas and empower employees to achieve their goals in the online business world.
Since 2009, we have been fostering innovative and creative techniques across many industries, making us pioneers in online project management.
Leadtech is dedicated to constant improvement and inspiring new ideas daily for the world we live in and the future to come.
If you have a creative and innovative mind, Leadtech is looking for you!
Does this still look like your cup of tea? There’s more
Responsibilities
You’re our perfect candidate if you:
- Analyze team’s general performance management results. Drive the team to exceed metrics and KPIs by creating and fostering a high-performance environment, identifying patterns and creating personalized Action Plans for each of the agents.
- Deep Dive into Data to identify root causes for complaints and to create a culture of continuous improvements in the processes.
- Organize regular team meetings to maintain team spirit & acknowledge any issues before they develop.
- Collaborate with other Team Leaders to improve strategies and share strategic methods.
- Address performance problems according to company policy in coordination with HR.
- Evaluate all the processes and workflows in the department in order to be more efficient as a team, and also as a company.
- Hold monthly 1-2-1´s providing statistical and performance feedback and coaching on a regular basis to each team member.
- Be available for employees who experience work and/or personal challenges providing appropriate coaching, counselling, and direction until the resolution.
- Ensure everyone on your team has appropriate training and any required resources to perform their jobs to their best (or seek additional support when required).
- Support Recruitment process if needed.
- Develop strategies to promote team member adherence to company regulations, performance goals and added value suggestions to client workflow and policy.
- Create an inspiring team environment with an open communication culture.
Requirements
Your expertise in a nutshell
- Proven successful experience, at least, 3 years leading a Customer Service Team of 10-15 pax within a fast-growing environment.
- In-depth knowledge of performance metrics.
- Language Skills: Fluent in English and Spanish, both written and verbal.
- Strong analytical skills and data driven mentality. Proficient level of Excel.
- Creative problem solving and critical thinking skills with a bias towards action and an attitude of “doing things right”.
- Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals and tight deadlines.
- Exceptional communication, leadership and organizational skills. Able to communicate effectively, provide constructive feedback, mentorship and coaching.
- Strong people focus. You enjoy building and developing teams even within challenging times, and know how to make complex decisions thinking on the whole team.
- Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals.
- Ability to work under pressure and to deadlines.
Interested? Keep on reading!
Benefits
Leadtech offers an exceptional working environment in a dynamic and international team. We invest in people’s development offering the opportunity for continuous training and career growth.
Some of the perks of working with us:
- Competitive salary
- Full-time, permanent contract
- 25 days of holiday + your birthday off
- Flexible vacation time (no blackout days)
- Flextime
- 35-hour week for the full month of August
- Flexibility to work from home
- Other benefits paid from the gross salary (ticket restaurant, transport tickets, nursery tickets)
- Internal training
- Team-building activities
- Monthly after work
- Free coffee and snacks
- Free fresh fruit
- An innovative approach to all internal processes and businesses
- Work with the latest technologies + career progress opportunities
Equal Employment Opportunity Employer
Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, and/or disabilities. All we need is your high energy, skills, and willingness to be part of a great project!
Location
You’ll have the flexibility to choose whether you’d like to come to the office every day, from time to time, or work fully remote. We want you to find the best combination for you.
If you prefer to be surrounded with amazing people of over 10 nationalities, our office is in Badalona. We are located just 15 minutes away by car (25 minutes by metro) from the thriving city center of Barcelona. Join our team of young professionals and experience the excitement of developing online international projects on your daily basis.