Customer Service Team Lead - Spanish

EUR40000 - EUR45000 per annum
11 Oct 2018
08 Nov 2018
Audrey Casier
Job Type
Looking for a candidate that has the ability to build, develop & lead a team with a high performing ethos to meet & exceed performance goals. You will coach, engage & develop your direct reports.

Key Responsibilities include:

- The Team Leader oversees daily activities of their team of up to 15 agents
- You are expected to demonstrate the ability to plan and execute in a fast paced environment
- You understand the importance of KPIs & have the ability to analyse, implement & continually improve best practice processes and come with suggestions on improvements
- Build & develop the team towards constant improvements on quality and productivity KPIs
- Provide daily leadership to the team to meet & exceed customer expectations & business targets
- Respond to escalating issues in a quick, effective & courteous manner and take appropriate action
- Use your extensive experience & judgement to plan & accomplish goals
- Support the integration of new systems & processes within teams

Required Competencies/ skills within the last 5-6 years:

- Fluent (written/oral) in English
- Fluent (written/oral) in Spanish
- Previous Customer Service experience (at a senior agent level at minimum) in high pace environment
- Previous Management Experience preferred but not required
- Autonomous & Flexible
- Customer & Solution oriented
- Have to show analytic ability from previous roles in improving the department KPIs
- Organised and ability to organise your own work load in balance with the direct team and ongoing project
- Ability to motivate & coach the customer service agents to consistently high performance on quality and quantity
- Ability to take fast decisions following our processes

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