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Customer Service Team Lead
hace 2 meses
Job Summary
Blu Selection is seeking a highly experienced Customer Service Team Lead to lead a team of Customer Service representatives in our Barcelona-based Customer Service Hub. As a key member of our team, you will be responsible for overseeing the overall team performance, ensuring high-quality standards, and driving business growth.
Key Responsibilities
- Lead a team of Customer Service representatives and act as a liaison between agents and operations management.
- Oversee team performance, meeting quality standards, SLAs, and KPIs.
- Provide reports on workload trends, backlogs, and propose staffing requirements.
- Create and maintain a collaborative working environment.
- Cooperate with other team leads to enable mutual learning and overcome systematic quality problems.
- Act as a single point of contact for escalations and actively find solutions.
Requirements
- 1+ years of applicable team lead experience in a contact center.
- People leadership skills, with the ability to inspire and develop teams.
- Excellent communication skills, both verbal and written.
- Native in German, with proficiency in English (additional European language skills are a plus).
- A proactive and well-structured working style.
- Flexibility and the ability to adapt to changing environments.
What We Offer
- Salary: from 27,000€ yearly gross with uncapped bonus.
- Working in a fast-paced and highly changeable environment.
- Working in an inclusive, diverse, and international team.
- Non-hierarchical work environment.
