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Customer Service Team Lead

hace 4 meses

Barcelona, España leadtech A tiempo completo

We are looking for a **Customer Service Team Lead,** to join our CS Team

**A little bit about us**

Leadtech has been fostering and developing innovative digital businesses across several industries since 2009. It has since then expanded to a team of over 500 committed employees working all over Spain. We are thrilled to have more than 23 nationalities working together and very proud to see that our products and services are enjoyed by millions of users monthly around the globe. _#LifeAtLeadtech_

**How will you make a difference**
- Analyze team’s general performance management results. Drive the team to exceed metrics and KPIs by creating and fostering a high-performance environment, identifying patterns and creating personalized Action Plans for each of the agents.
- Deep Dive into Data to identify root causes for complaints and to create a culture of continuous improvements in the processes.
- Organize regular team meeting to maintain team spirit & acknowledge any issue before they develop.
- Collaborate with other Team Leaders to improve strategies and share strategic methods.
- Address performance problems according to company policy in coordination with HR.
- Take the initiative to act and proactively come up with solutions for problems, managing and implementing all the changes.
- Evaluate all the processes and workflows in the department in order to be more efficient as a team, and also as a company.
- Hold monthly 1-2-1 providing statistical and performance feedback and coaching on a regular basis to each team member.
- Be available for employees who experience work and/or personal challenges providing appropriate coaching, counselling, and direction until the resolution.
- Ensure everyone on your team has appropriate training and any required resources to perform their jobs to their best (or seek additional support when required).
- Prepare and participate in regular internal or external review meetings.
- Maintain and increase own knowledge level.
- Support Recruitment process if needed.
- Develop strategies to promote team member adherence to company regulations, performance goals and added value suggestions to client workflow and policy.
- Create an inspiring team environment with an open communication culture.
- Monitor team performance and report on metrics.
- Recognize high performance and reward accomplishments

**Requirements**:
**What will make you stand out from the crowd**:

- Proven successful experience, at least, 2 years leading a Customer Service Team of 10-15 pax within a fast-growing environment.
- Background in Outsourcing is valuable.
- In-depth knowledge of performance metrics.
- Language Skills: Fluent in English and Spanish, both written and verbal.
- Strong analytical skills and data driven mentality. Proficient level of Excel.
- Creative problem-solving and critical thinking skills with a bias towards action and an attitude of "doing things right".
- Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals and tight deadlines.
- Exceptional communication, leadership and organizational skills. Able to communicate effectively, provide constructive feedback, mentorship and coaching.
- Strong people focus. You enjoy building and developing teams even within challenging times, and know how to make complex decisions thinking about the whole team.
- Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals.
- Ability to work under pressure and adhere to deadlines.

**We’re team-first.** If you believe in the power of collaboration and that the team’s success is your success, then you’re one of us

**Fun is fundamental.** We believe in forming strong bonds in and outside the office. That’s why we have a team-building budget and organize activities to enjoy ourselves.

**Positivity wins the day.** Bring a positive attitude and communicate openly. Self-awareness and an openness to learn are always a plus.

**Benefits**

**Perks of being one of us**:

- Top-notch private health insurance — includes dental and psychological services
- Full-time, permanent contract
- Flexible time off, no blackout dates, plus your birthday, Christmas’ Eve and New Year’s Eve off
- Remote work OR come into the office if you prefer
- Flextime (7 - 9:30 a.m. / 3:30 - 7:30 p.m) from** Sunday to Thursday**:

- 35-hour week in July and August (free afternoons here we come)
- Enhanced career path designed just for you
- External training budget
- Other: ticket restaurant, nursery tickets
- Budget for team-building activities
- We celebrate all company landmarks
- And when you come into the office, you’ll get free coffee and snacks, fresh fruit, and can enjoy our game room and the cool terrace overlooking the Mediterranean

**_ Location_**
- Our exceptional offices are in Barcelona's Blue Building, right on the city's seafront. Besides our stunning views, you'll enjoy perks such as free fruit, sna