Customer Care Team Lead

hace 5 días

Barcelona, España NewCo Communications A tiempo completo

Are you a strong communicator, passionate about people and experienced within a call center environment? Are you focused on customer experience and delivering qualitative services? Would you like to work with an international team, based in sunny Barcelona? Then this is your chance, because NCC Barcelona is looking for go-getters to guide and develop a team of Customer Service Agents for the European leader in the e-payments industry

As Customer Care Team Lead, your responsibilities include:

- Managing your project in terms of staffing, quality, and employee satisfaction
- Quality optimization through check-ins, one-to-ones and coaching
- Reaching Service Level Agreements and KPI’s in accordance with client agreements
- Collecting information and building report on operational and quality performance for Senior Management on a regular basis
- Planning and organizing work through peaks and lows, anticipating obstacles
- Develop and support the team of Agents in terms of knowledge and tools to reach team objectives
- Ensure a good working atmosphere
- Maintain structural communication with HR and Senior Management in relation to employee needs, absences and on-boarding/exit procedures.

**Requirements**:
What we are looking for:

- Good communicator
- Strong analytical skills
- Ability to give training to a group of agents
- Concern for quality and accuracy
- Result-oriented approach
- The ability to consolidate input from both the team and the partner
- Pro-active attitude
- A people-first approach with the ability to guide and coach agents

What you need:

- Native level of Dutch
- Good level of English
- Bachelor’s degree or equal through experience
- At least 2 years’ experience in an operational customer service environment
- The ability to manage teams in a fast-changing environment
- Relevant experience in a Team Lead role (preferably in a call center environment) is a must

**Benefits**

What’s on Offer:

- Competitive fixed salary (with the possibility to earn a performance based bonus)
- Tax-free benefits including food, transport, insurance & childcare
- Several company events per year
- Free fruit & water at the office
- Free Spanish language classes
- Easily accessible office in Barcelona (Poblenou area)
- A unique, fun, friendly and people-focused work environment
- Open atmosphere in which employee suggestions and ideas are heard

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