Remote Customer Service Team Lead
Leadtech Group
📍Remote - Spain
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Job highlights
Summary
Join our team as an experienced and proactive Customer Service Team Leader to oversee daily operations, guide team performance, and act as a key liaison between team members and other departments.
Requirements
- Minimum of 2 years of experience managing medium-sized teams
- Strong multitasking abilities with effective coordination skills within a team
- Strong analytical skills, decision-making autonomy, and the ability to propose solutions to enhance team performance
- Proven ability to guide and motivate the team to meet targets and KPIs
- Ability to propose and implement improvements to operational processes
- Fluency in both English and Spanish (written and spoken)
- Availability to work weekends and as required by business needs
Responsibilities
- Monitor team performance, assign tasks, and ensure effective daily operations, including optimal service coverage
- Serve as the primary point of contact for the team, addressing questions, concerns, and escalations efficiently. Escalate to the Senior Team Lead as necessary
- Conduct daily reviews of team performance, including previous day’s metrics, to ensure alignment with KPIs
- Hold regular one-on-one meetings with agents and project specialists to review tasks, provide feedback, and set goals
- Initiate and oversee Performance Improvement Plans (PIPs) as needed, ensuring proper execution and alignment with company procedures
- Attend regular meetings with project directors to discuss priorities and action items
- Track, analyze, and report on key performance indicators specific to project objectives. Collect data, identify trends, and provide actionable insights to stakeholders to ensure alignment with strategic goals
- Collaborate with other departments to identify and address additional support needs
- Manage team schedules, including holidays and sick leave, to ensure adequate service coverage at all times
- Prepare and deliver situation reports that outline context, rationale, and outcomes for employee-related matters. Work with HR and management to address issues, assess impact, and recommend future actions
- Identify and escalate team needs (e.g., staffing, technical, or operational issues) to the Senior Team Lead as necessary
- Analyze and create detailed reports on team performance, metrics, and other valuable information for relevant stakeholders
- Coordinate closely with Quality and Knowledge teams to uphold quality standards and ensure up-to-date documentation. Partner with Ops/WFM teams to align on operational aspects and manage system and data needs
Benefits
- Top-notch private health insurance — includes dental and psychological services
- Full-time, permanent contract
- Flexible time off, no blackout dates, plus your birthday, Christmas’ Eve and New Year’s Eve off
- Remote work OR come into the office if you prefer!
- Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m)
- 35-hour week in July and August (free afternoons here we come!)
- Enhanced career path designed just for you
- External training budget
- Ticket restaurant, nursery tickets
- Budget for team-building activities
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Please let Leadtech Group know you found this job on JobsCollider. Thanks! 🙏