Customer Service Team Lead

hace 1 semana

Barcelona, Barcelona, España Cpm International A tiempo completo
Via is using innovative technology to revolutionize transportation across the globe.

Our mission is to not only transform the daily commute of individuals but also play a significant role in minimizing the global environmental impact.

With ambitious aspirations, we aim to make a profound difference in the way people travel and contribute towards a more sustainable future.

As we continue to expand in Europe, we are looking for a Team Leader to join our team You will work with our Operations team to build and operate our outstanding on-demand services.

You can expect a comprehensive introduction to our operations, technology management, and on-demand mobility. You will be part of an emerging team and experience the dynamics of the mobility industry first-hand.

In this role, you'll have the important task of leading, coaching, and developing a highly skilled and motivated team of customer support agents.

Your responsibility will be to ensure the delivery of exceptional customer service that surpasses industry standards.

Additionally, you will play a vital role in maintaining your team's performance by consistently meeting and exceeding agreed upon quantitative and qualitative targets.

By doing so, you will contribute to achieving the overarching objectives of both our valued clients and the business as a whole.


We Care:

Develop, lead and proactively manage an Operational Team of Customer Support agents with a clear focus on Management and Employee development.


We ́re Curious:
Identify ongoing training and development requirements and opportunities for all team members.

We Achieve Together:

Ensure that the team is engaged, motivated and trained so they're able to deliver services and perform according to their objectives individually and as a team.

TasksWhat you'll be doing? Develop and lead an Operational Team of Customer Support agents with a clear focus on Performance Management and Employee development.

Conduct regular coaching sessions and team meetings, daily pulse check and monthly check-ins in line with CPM Contact Centre standards, setting out long- and short-term goals, ensuring team understanding of these targets and that they are fully accountable.

To evaluate and proactively manage the performance of individuals and the team against all relevant qualitative measures and ensure that they are aligned to CPM and Client requirements.

To adhere to the quality escalation workflow as defined and highlight any issues as needed.

To identify key development areas and conduct minimum agreed levels of quality & performance checks for all agreed qualitative areas of measurement.

Able to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviour.

Accountable for managing and meeting all operational KPI ́s and quality standards by monitoring and steering the operation daily to the needs of the project.

To support initial onboarding of the new employees.
To ensure that relevant HR documentation is completed in a timely and accurate manner.
To undertake any other task that is deemed to be a reasonable business request by your line manager.
Support the OM with Workforce Management.

RequirementsWhat skills & experience you'll bring to us? German Speaker, with a high level of English (both written and spoken).Excellent organizational skills with the ability to prioritize and monitor workloads effectively, flexing resource to optimize results as the needs demand.

Strong communication, interpersonal, and customer service skills, with the focus to develop and build a strong CPM - Client relationship.

Able to present data in client meetings with the support of the Ops Manager.
Excellent coaching skills, with the ability to provide effective performance feedback while keeping the team motivated.
The ability to support the team to learn new skills and create opportunities for development.
Problem solving skills and positive outlook.
Understanding of the contact centre industry.
Excellent technical, diagnostic, and troubleshooting skills.

BenefitsWhat do we offer? Starting date:
July 2024.

Contract:
Permanent

Salary:
27.000€ gross per year + the possibility to earn incentives

Working hours:
Full Time (39 hours per week) - rotating schedule Monday - Sunday between 7am and 4 pm, 5 days/week (rotative weekends, two weekends off per month guaranteed)

Work Model:
Hybrid working model.24 holiday days per year on a full-time basis.

Fully Paid Training that optimally prepares you for your job - 4 weeks duration (office-based).Best-in-class people engagement activities and programs.

Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment.

Employee Assistance Program - Free, confidential, and impartial guidance and support.
Employee Benefits Club - a wide range of exclusive perks and rewards as a valued member of our organisation.
Option to sign-up for Discounted Private Health Insurance.

Referral Program:
Refer a Friend and get a Referral bonus.
Access to specialised LinkedIn training courses.

Location:
Barcelona, Spain.
Who we are CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation.

We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

#WeCare #WeAreCurious #WeAchieveTogether

#J-18808-Ljbffr

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