Team Lead

Position: Team Lead

Location: Barcelona Spain

Model: 100% On-site

Employment type: full-time

DUTIES AND RESPONSIBILITIES:

• Lead support and develop a team of customer and consumer service representatives
• Foster a collaborative positive and results-oriented working environment
• Motivate the team and promote engagement with service objectives
• Supervise case management ensuring effective prioritisation workload distribution and adherence to deadlines
• Monitor daily team productivity KPIs adherence and SLA compliance
• Analyse team performance metrics to identify improvement opportunities and determine operational priorities
• Collaborate with the Quality Manager N2 and Senior Supervisor to improve service quality productivity and consumer satisfaction
• Participate in client meetings and communicate relevant information to the team
• Identify training needs and support the organisation of sessions to reinforce knowledge and best practices
• Gather team feedback on processes operational needs and improvement opportunities
• Support the preparation and follow-up of reports covering performance incidents and customer feedback
• Ensure compliance with company policies and applicable project regulations

REQUIREMENTS:

• Native or near-native level of Danish
• Fluent in English and Chinese
• Demonstrable previous experience managing customer service teams
• Experience working with customer service processes tools and best practices
• Ability to analyse performance indicators and use data to support decision-making
• Good knowledge of Microsoft Office and Excel for tracking analysis and reporting
• Knowledge of Salesforce or other CRM tools
• Excellent communication skills and the ability to deliver clear and constructive feedback
• Strong people management and team motivation skills
• Ability to manage priorities make decisions and adapt to change

BENEFITS:

• Excellent remuneration package based on experience skills and performance
• Great office location in Barcelona
• Full paid training about the company and the project you will be working on
• Career development program and specialized courses
• Guidance and tools to reach career potential.