Customer Service Team Lead (Remote within Spain)

Leadtech Group

Catalonia, Barcelona, Spain

hace 6 días

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.

For this position, different shifts are available depending on your preferences (Tues-Sat / Sun-Thu / Mon - Fri).

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.

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