Team Leader

Are you someone who thrives in a fast-paced service environment and enjoys empowering others to succeed? Our client, based in Fuengirola, is seeking a hands-on Team Leader with a passion for customer service excellence and team development.

In this role, you’ll be instrumental in shaping a high-performing customer support team. From nurturing individual growth to driving operational improvements, you’ll combine strategic oversight with day-to-day guidance, ensuring the team delivers consistently strong results and an outstanding customer experience.

**Your Key Responsibilities**

**Team Leadership & Development**
- Supervise and guide a team of customer service agents, setting clear expectations and offering hands-on support.
- Lead regular team meetings to align on goals, share updates, and foster engagement.
- Identify individual strengths and areas for growth, delivering coaching and constructive feedback.
- Support new hires through onboarding and skill development.
- Create a collaborative team atmosphere that promotes mutual respect, motivation, and accountability.

**Performance Management & Reporting**
- Monitor key performance indicators such as customer satisfaction, resolution time, and call handling quality.
- Conduct regular 1:1 check-ins and performance reviews with team members.
- Analyze performance data and provide insightful reports to management with suggested improvements.
- Implement action plans for underperformance and track progress toward individual and team goals.

**Customer Service Excellence**
- Make sure every customer interaction is conducted in a courteous, compassionate, and timely manner.
- Act as a point of escalation for complex or sensitive customer cases, ensuring swift and effective resolution.
- Uphold service quality standards and help team members understand and follow internal guidelines.
- Gather and share feedback from customers to improve service delivery and enhance the overall customer journey.

**Process Optimization**
- Continuously evaluate team workflows and identify opportunities to improve efficiency and service quality.
- Collaborate with other departments to streamline processes and address operational bottlenecks.
- Contribute ideas in leadership forums and actively support the development of tools and policies that improve performance.

️ **Scheduling & Resource Management**
- Plan work schedules to ensure full coverage and balanced workloads.
- Adapt resource plans as needed based on demand, absence, or shifting priorities.

**Requirements**:
**Leadership Experience**
- At least 2 years of experience in a customer service team leader or managerial role, within an international office environment.

**Language Skills**
- Fluency in Swedish, Finnish, or Norwegian, as well as English.

**️ Technical Proficiency**
- Hands-on experience with tools such as CRM systems, HRIS/HRM platforms, and data visualization tools like Power BI or Tableau, or similar.
- Bonus: Familiarity with how AI technologies can be applied within operations or customer support is considered a plus.

**Additional Experience**
- Exposure to or involvement in recruitment, employee onboarding, and HR administration is highly desirable.

**Start Date & Application**:
Start Date: September/ January
Employment Type: Permanent
Application Deadline: ASAP
Location: Fuengirola, Spain
Contact Person: +46 790 062 711
Selections and interviews are ongoing

Sway Sourcing is an innovative recruitment partner specializing in matching the right talent with the right company—quickly and efficiently. Our primary focus lies in Finance, Administration, HR, Marketing, and IT, but we also have the broad expertise and flexibility required to deliver tailored recruitment solutions across all industries.

Although we are a relatively new player, we have already gained the trust of many of Sweden's largest companies and operate both nationally and internationally. With bases in Sweden and Spain, we offer a unique combination of local expertise and global reach. Our strong network and deep industry insights make us the obvious partner for companies looking to stay ahead in their recruitment efforts.