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Team Lead for Odido
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**About the client.**
Our newest incoming brand Odido is one of the biggest telecom players in the Netherlands. With over 8 million users, they deliver fast mobile, internet & TV, but with a human touch.
They stand for tech made simple, inclusive service, and no nonsense. No small print, just clear connections for everyone.
**A day in the life.**
As a Team Lead at Odido, you will be responsible for delivering exceptional support, delivering seamless onboarding and maintaining a secure experience for Odido’s customers. Leading a team of around 17-20 Customer Experience Specialists, you will drive them to meet and exceed KPI’s, boosting efficient and effective service delivery. You will also serve as the key point of contact for Odido’s stakeholders, ensuring transparent communication and their ongoing satisfaction with weWow’s partnership.
**How to WOW.**
- Lead, mentor, and develop a team of 17-20 customer support agents to ensure high performance and professional growth
- Take full ownership of critical performance metrics such as SLA adherence, Net Promoter Score, Net Promoter Score (NPS), Average Handle Time (AHT)
- Monitor and analyze team performance, providing timely feedback, coaching, and support to achieve and exceed KPIs
- Track, report, and communicate performance insights and action plans to the Operational Lead
- Encourage a culture of continuous learning and development within the team
- Manage relationships with internal and external stakeholders across functions to ensure seamless customer experience and alignment of goals
- Reporting to Operational Lead
**What we expect.**
- +1 year proven experience leading customer support or service teams of similar size
- Strong focus on SLA and KPI-driven performance management
- Excellent coaching, communication, and leadership skills
- Data-driven mindset with the ability to analyze metrics and implement improvements
- Passion for customer service and team development
- Ability to thrive in a fast-paced, dynamic environment
**The extras you’ll love.**
- The career adventure of your lifetime in sunny Valencia, Spain
- The chance to work in a scale-up environment with a high-performance culture
- Collaboration with the most well-known and fastest-growing brands in Europe
- Be part of an incredible, international community of like-minded and motivated professionals
- The opportunity to grow and develop yourself both personally and professionally
- Delicious and healthy breakfast and lunch
- A comprehensive benefits program, including Spanish classes, boot camps, the coolest team-building activities, and more
- Support with Spanish administration, tips and tricks for relocation, and access to Spanish health insurance
