Customer Service Team Leader

hace 4 días

Barcelona, 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.

Tasks

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

our 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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