Spanish Customer Service Team Leader

EUR40000 - EUR45000 per annum + Benefits
11 Oct 2018
18 Oct 2018
Valentina Veronica
Job Type
Manpower's client is the N 1 European in the gift experienced market, operating in more the 10 countries.

This is an exciting opportunity for a leading individual, with great attitude and work ethic. We are a multicultural and fast paced environment so if this sounds like your kind of work place, you might be the perfect fit.

Job Purpose:

You will build, develop & lead a team with a high performing ethos to meet & exceed performance goals. You will coach, engage & develop your direct reports. You will work in a multinational environment, where we take responsibilities across the customer service teams and you will take part in answering inbound contacts, when it's needed due to escalations. You will also be expected to work alongside the other Team Leads on group projects and initiatives.

* Key Responsibilities *

- 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 & judgment to plan & accomplish goals
- Support the integration of new systems & processes within teams

* Required Competencies *

- Fluent (written/oral) in English and Spanish
- Customer Service experience (at a senior agent level at minimum) in high pace environment
- Previous Management Experience preferred but not required
- Have to show analytical 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

Current shift is 8 am - 5 pm Mon to Fri (Saturday work required to meet the client needs)

Location: Dublin 1

Salary is between 40 and 45k (depending on experience) + benefit.

Sounds Interesting?

Apply today at

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