Customer Service Team Leader

hace 2 días

Barcelona, España CPM International A tiempo completo

**Our Client**:
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 recruiting for a** Team Leader**to immerse themselves in the brand and deliver first-class service to our team.

**What’s your Mission?**:

- Support the initial onboarding of the 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.
- Regular team and individual meetings with all direct reports in line with CPM Contact Centre standards and ensuring 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**:
**Your Experience, Our Future**:

- Fluency in German: Demonstrated through excellent grammar and spelling.
- Advanced English Proficiency: Strong written and spoken communication skills.
- Team Leadership Experience: Proven track record as a Team Leader in a customer service project.
- Customer Service Expertise: Solid understanding of customer service principles and best practices.
- Communication & Interpersonal Skills: Excellent ability to connect and collaborate with others.
- Team Motivation: Skilled in inspiring and fostering a positive team environment.
- Results-Oriented: Strong focus on achieving performance targets.
- Analytical Skills: Experience in data analysis and reporting.
- Technical Proficiency: Comfortable using MS Office and CRM systems.

**Benefits**

**Your Benefits Package**:

- **Start Date**: November 2025
- **Hours**:25 h/week
- **Work Schedule**:Monday to Friday, 9:00 am - 2:00 pm
- **Salary**: €14.744 gross per year
- **Holidays**:24 calendar days (pro-rata)
- **Work Model**: Hybrid (6 days per month at the office)
- **Training**:2 week of full time training in the office, Monday to Friday - 9:00 am to 6:00 pm
- **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.

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