Team Leader

hace 21 horas

Valencia, España JUJUR A tiempo completo

Position: Team Leader

Location: Valencia, Spain

Employment type: Full-time

**DUTIES AND RESPONSIBILITIES**:

- Lead, mentor, and develop a team of 30 support professionals, fostering both high performance and career growth.
- Take full responsibility for key performance metrics, including service level adherence, customer satisfaction, and efficiency indicators.
- Monitor and assess team performance, delivering constructive feedback, coaching, and guidance to meet and surpass targets.
- Prepare and present performance reports, insights, and improvement plans to senior leadership.
- Promote a culture of continuous learning, skill enhancement, and professional development within the team.
- Ensure compliance with all applicable policies, regulations, and quality standards.
- Coordinate with workforce planning or scheduling teams to align resources with operational demands.
- Build and maintain strong relationships with cross-functional teams and external partners to deliver a seamless customer experience and ensure alignment on objectives.

**REQUIREMENTS**:

- Native in Dutch (C2), both oral and written. Fluent in English (at least B2 level)
- Minimum 1 year of proven experience leading customer support or service teams of comparable size. (BPO industry)
- Demonstrated ability to manage performance using service level agreements (SLAs) and key performance indicators (KPIs).
- Strong leadership, coaching, and communication skills.
- Proactive, customer-oriented mindset with the ability to resolve issues and identify opportunities for process improvement.
- Analytical and data-driven approach to evaluating performance and implementing enhancements.
- Genuine enthusiasm for customer service excellence and team growth.
- Ability to perform effectively in a fast-paced, evolving environment.
- Familiarity with customer service platforms, call center tools, or related technologies is an advantage.

**BENEFITS**:

- Excellent remuneration package based on experience, skills and performance
- Health insurance
- Free lunch
- Spanish lessons
- Bootcamp twice a week
- Drinks every Friday
- Be part of a dynamic and creative team with positive and friendly atmosphere
- Guidance and tools to reach career potential

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