Customer Service Team Leader

hace 2 semanas

Barcelona, España CPM CX Centre A tiempo completo

Customer Service Team Leader (English with another EU language) Who Are We: CPM CX is a global leader in customer service, sales, and technical support solutions. With a presence in over 30 countries, we provide multilingual support tailored to diverse markets. We celebrate diversity and foster an inclusive workplace where you can be your authentic self. Our Client: Is a global leader in hygiene, health, and nutrition, creating trusted and beloved brands for generations. Driven by a mission to protect, heal, and nurture, they strive for a cleaner, healthier world. We are now recruiting for a Team Leader to immerse themselves in the brand and deliver first-class service to our team What you will be doing? Support the initial onboarding of new employees. Clearly define daily and monthly qualitative and quantitative targets for individuals and ensure team understanding of these targets and that they are fully accountable. Assess and review team and individual performance through quality assessments to identify key development areas. Hold regular team and individual meetings with all direct reports in line with CPM Contact Centre standards and ensure Monthly My Performance Check-ins are complete and documented. Ensure that the team is up to date on all campaign objectives. Manage the productivity and performance of the team in line with client expectations. Provide insights back to the client around trends in contact types and issues impacting CSAT. Requirements What do we look for: High level of English both in spoken and written & fluent in a second EU Language (Italian, Greek or Hebrew is ideal). Proven experience as a Team Leader in a customer service project is preferred. Strong understanding of customer service principles and best practices. Excellent communication and interpersonal skills. Ability to motivate a team and foster a positive working environment. Previous experience working in an FMGC or Healthcare campaign/role is preferred. Results-driven with a strong focus on achieving targets. Experience with data analysis and reporting. Proficiency in MS Office and experience with CRM systems. Your Benefits Package: Start Date: January 2026. Hours: 39 hours/week. Work Schedule: Monday to Friday from 9:00 am to 6:00 pm. Salary: €23,000 gross per year. Holidays: 24 working holidays. Work Model: Hybrid (6 days per month at the office). Training: 2 weeks of training in your normal working schedule. Office Location: Barcelona (La Sagrera). Additional Perks: Career Growth: Ongoing training and development. Well-being Support: Confidential counselling and resources. Perks & Discounts: Exclusive offers and rewards. Health Benefits: Discounted health insurance. Skill Development: LinkedIn learning and certifications. Referral Program: Bring a friend and get a referral bonus. Let\'s discuss your future at CPM International #J-18808-Ljbffr

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