Customer Care Team Lead Customer Care · Madrid, Spain
hace 4 semanas
Our drive At EasyPark, we love cities.
We love them for work, for play, and everything in between.
Our mission is to make life in cities that much easier – by taking care of the parking.
Using technology, we break barriers, helping improve the urban experience.
We aim to create a scenario where parking supply and driver demand are balanced not due to additional parking spots and fewer cars, but thanks to predictive technology that connects our users to available spots.
At EasyPark it is the people that make the difference.
We stay true to our values of playing together, all while being curious and trying new things while moving towards our goals, step by step, inch by inch.
The Role As Customer Care Team Leader at EasyPark, you are responsible for developing and continuously managing a team of Customer Care Representatives, Professionals, and Experts focusing on the onboarding and support of EasyPark customers in channels such as Phone, Email, Chat, and Social Media.
You will work closely with the Customer Care Manager and other Customer Care Team Leaders to continuously improve the work of the Customer Care function operating in a fast-paced, fast-growing ever-changing business environment.
You will have full people management responsibility and report to the Customer Care Manager for EasyPark South Europe.
This position will be based in Madrid, Spain.
You will contribute & make an impact through: Leading, supporting, and motivating your multi-site team in the daily Customer Care operation
Monitoring and reporting of individual KPIs on a daily, weekly, and monthly basis
Planning, scheduling, and prioritizing team resources in collaboration with other Team Leaders, the Customer Care Manager, and the Workforce Manager.
Taking an active role in ensuring aligned ways of working across the EasyPark footprint
Dedicating time to the individual development of each team member using a coaching approach
Recruiting new team members when necessary
About you We think that to thrive in this role, you might recognize yourself in the following: In order to thrive in this dynamic role, you are a naturally collaborative person, with great communication and people skills.
You like problem-solving, and getting things done and you enjoy watching people grow and being there and supporting along the way.
You are easily self-motivated, have great patience, and can deal with pressed situations when they arise.
You will have a lot of freedom around how to do things and how to work with your team.
In an open-minded way, you collaborate closely with the Customer Care Manager and your Team Leader colleagues to develop a Customer Care function that provides a state-of-the-art premium service experience to our customers.
Your background We don't think one size fits all, but a successful candidate might have the following: At least 2 years of leadership experience with full people management responsibilities or demonstrated leadership competencies such as showing ability to:Build and nurture trusting relationships and collaboration within the team by always being respectful, walking the talk, being prestigeless, and taking care of the well-being of the whole
Use reporting and analytics, working proactively with data as guidance for decision-making on resource allocation as well as process improvements
Unify the team and create clarity on ways of working ensuring that everyone is working closely together towards common goals
Listen carefully and recognize the needs of the team as a whole as well as all individuals within the team
Managing own time as well as the team's time and prioritizing tasks according to what is needed within the team at any given time
Encouraging team members to take initiative, follow up, and allow mistakes
Create a constructive and positive working environment
A proven track record of delivering consistently good results on Customer Care KPIs: such as customer satisfaction, efficiency, and employee engagement as well as more quantitative KPIs like answering ratios for calls and response times for emails
Contact center experience (Phone and Email, Chat considered a plus)
Excellent spoken and written skills in Spanish and English are required.
A university degree in business administration or similar is considered a plus
One final thing EasyPark expects a lot, not in the old-fashioned way, but in expecting your ideas, initiatives, dedication, and commitment to contribute towards the common goals of the company together with your colleagues.
We seek individuals who are truly passionate about their work and possess an entrepreneurial spirit to overcome challenges.
Being a part of the EasyPark team will, for the right person, be a fruitful and personally enhancing journey.
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