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Team Leader (French+ Spanish)

Job Description

The Job

Part of the Quality Department, you will be in charge of the operational management of a customer service team of approx +12 agents and will directly report to the Customer Service Director.

- Motivate and develop the skills within the Customer Service Representatives
- Select, train, coach and develop the performance of your team
- Guarantee the quality of service delivered to customers at every point of contact
- Measure customer satisfaction using call monitoring 
- Review with the team and identify corrective action requirements and training
- Monitor SLA and KPIs and produce statistical analyses of team activities
- Improve the Customer Service process and development
- Ensure high level of service, efficiency and quality within the department
- Manage the workload planning, compile previsions and forecasts

Your Profile

- You have a native level in French and fluent in Spanish. Fluency in English is a plus
- You are already settled in Barcelona
- You have previous experience of min. 3 years as Customer Service Team Leader in a Call Center environment
- Previous experience in workforce management, strategic planning and performance management
- Previous experience in the insurance industry is a plus
- Strong leadership and organizational skills
- Strong analytical skills, good knowledge of Excel
- Excellent communication skills, both oral and written
- Service and client oriented
- Result oriented and problem solver
- Professional, reliable and quality minded
- Strong motivator and ability to develop the talents in your team

The Offer

- Salary of 26.000 € to 30.000€ gross / year based on experience + 10% bonus
- Job from Monday to Friday rotating shifts 8:30 to 18:30 (availability to work occasionally on Saturdays morning) 
- Permanent contract
- An international company and work environment
- A growing company with promising expansion plans
- A respectful environment where open communication is encouraged 
- Location: Arc de Triomf
- Start date: 1/9/2016

Ref: ITL01


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