Portuguese Speaking Team Leader to Volvo Cars

**Portuguese speaking Team Leader to Volvo Cars Customer Care Centre**

**Want to join our exciting journey?**

Volvo Cars is on a mission to provide freedom to move in a personal, sustainable, and safe way. In a rapidly changing automotive industry, we are pushing boundaries and re-inventing traditional models of car-ownership - creating attractive mobility solutions for tomorrow.

**Who we are**
Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world

To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offer. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless, and respectful experiences. To succeed we need the right talent, and that’s where you come in

Together we have a unique opportunity to shape a world-class consumer experience and be part of an exciting journey

**What you will do**
This is a permanent position as Customer Care Team Leader for the Portuguese speaking team located in Madrid. In this role, you will coach, support, and lead your team of skilled agents towards objectives and KPI’s, in order to develop the everyday business. You will have full personnel responsibility and monitor workflows within your team. You will also work with continuous improvements, understand customers’ needs and do follow up on the service goals.

You will collaborate between different stakeholders, process owners and project leaders and lead communication trainings, reporting directly to operations manager. Scheduling the workforce of each team member and follow up on performances will also be among your key daily tasks together with recruitment and on-boarding of new agents if needed.

At Volvo Cars, we are always looking for world-class leaders who bring out the best in our people. If you want to be part of leading and inspiring our mission to change the automotive experience and make people’s lives less complicated, then we have the job for you.

**Key responsibilities**
To fit in this role, you’ll need to be able to speak Portuguese, English and Spanish. Furthermore, we’d like you to have customer service operations experience and knowledge in Salesforce and Five9 or telephony and CRM systems. A plus is if you have experience in leading successful teams and are accustomed to work towards big visions and high goals. Proficient in communication is a must to communicate with your stakeholders, team, and our customers.
- Develop, implement, assess, and improve day-to-day operations of inbound call centre in order to meet and exceed all aspects of client needs and requirements according to policies and procedures
- Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics
- Much of your day will consist of coaching and educating agents to improve the customer experience
- Create an environment focusing on fun, enthusiasm, and accountability
- Take initiative and show leadership by creating performance improvement plans

**Diversify our future**
Volvo Cars is an equal opportunities employer. We are a company for people who care about other people and for the world we live in. We celebrate diversity and inclusion in the workplace and are committed to equality of opportunity for all employees and employment practices, including hiring, recruiting, and promotion. It’s what you do that counts and we are always looking to expand perspectives and voices to shape our future. With us, you can truly be yourself, embrace new opportunities, thrive and a make a difference.

**How to learn more and apply**

Are you ready for the journey?

**Location**
Madrid, Spain

**Who are we?**

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.