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.As Customer Care Team Lead, your responsibilities include:Managing your project in terms of staffing, quality, and employee satisfactionQuality optimization through check-ins, one-on-ones and coachingReaching Service Level Agreements and KPI's in accordance with client agreementCollecting information and building report on operational and quality performance for Senior Management on a regular basisPlanning and organizing work through peaks and lows, anticipating obstaclesDevelop and support the team of Agents in terms of knowledge and tools to reach team objectivesEnsure a good working atmosphereMaintain structural communication with HR and Senior Management in relation to employee needs, absences and on-boarding/exit proceduresRequirementsWhat we are looking for:Good communicatorStrong analytical skillsAbility to give training to a group of agentsConcern for quality and accuracyResult-oriented approachThe ability to consolidate input from both the team and the partnerPro-active attitudeA people-first approach with the ability to guide and coach agentsWhat you need:Native level of GermanGood level of EnglishBachelor's degree or equal through experienceAt least 1 years' experience in an operational customer service environmentThe ability to manage teams in a fast-changing environmentRelevant experience in a Team Lead role (preferably in a callcenter environment) is a mustBenefitsWhat's on offer:Competitive fixed salary (with the possibility to earn a performance-based bonus)Tax-free benefits including food, transport, insurance & childcareSeveral company events per yearFree Spanish language classes29 holidays per year and compensation for worked local Bank HolidaysEasily accessible office in Barcelona (Poblenou area)A unique, fun, friendly and people-focused work environmentOpen atmosphere in which employee suggestions and ideas are heard Nivel de antigüedad Intermedio Customer Service Manager- Barcelona- (h/m)Customer Service/Administrative for After Sales Department #J-18808-Ljbffr
