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Customer Service Operations Leader

hace 2 meses

Barcelona, Barcelona, España Porsche Digital España A tiempo completo


Customer Service Team Lead at Porsche Digital España | softgarden

View job here Customer Service Team Lead
  • Full Time
  • Hybrid
  • Barcelona, Provinz Barcelona, Spanien
  • With Professional Experience
About the Role

At Porsche, we are in the process of establishing a pioneering Customer Relations Hub (CRH) in Barcelona. Our objective is to innovate and enhance the customer experience associated with the Porsche brand. This role is not just about managing a team; it’s about embodying the spirit of Porsche and ensuring our customers feel valued and supported.

We are on the lookout for enthusiastic Customer Service Team Leads who are eager to transform the customer service landscape at Porsche.

Key Responsibilities

  • Oversee a team of Porsche CRH representatives, serving as a liaison between experts, market demands, and operational management.
  • Accountable for the overall performance of the team, ensuring adherence to quality standards, service level agreements (SLAs), and key performance indicators (KPIs).
  • Analyze workload trends and backlogs, providing insights and recommendations for staffing needs.
  • Foster a collaborative and engaged team environment, promoting a positive workplace culture.
  • Collaborate with fellow team leads, analysts, and quality assurance personnel to share best practices and address systemic quality issues.
  • Act as the primary contact for escalations, proactively seeking resolutions.
  • Contribute to the development of the CRH by implementing innovative initiatives.

Qualifications

  • Minimum of 3 years of relevant team leadership experience in a contact center, preferably within the automotive industry or a related field.
  • Demonstrated leadership capabilities, with a talent for inspiring and developing teams while fostering continuous improvement.
  • Exceptional verbal and written communication skills.
  • Fluency in Spanish and English is required; proficiency in Portuguese is a plus.
  • Strong proficiency in MS Office applications (Excel, Word, PowerPoint, Outlook).
  • A motivated and communicative individual, possessing assertiveness and self-confidence.
  • Proactive, organized, and adaptable to dynamic environments.
  • Willingness to travel occasionally.

What We Offer

  • Competitive compensation package.
  • Opportunity to work in a fast-paced and ever-evolving environment.
  • Be part of the establishment of a Customer Interaction Center for one of the world's leading luxury automotive brands.
  • Work within a diverse, inclusive, and international team.
  • Flexible work-from-home options available after initial training.
Next Steps

We welcome applications from all qualified candidates, as we value diversity and the unique perspectives it brings to our team.

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