Customer Service Team Leader - IT/EN/ES
Location: Spain, Barcelona
Job category: Operations
Languages: English, Spanish, Italian
We're CX fanatics and partners to the most-loved brands. We're looking for a dynamic, people-oriented Leader to drive our Customer Service operations.
What's in it for you
- Monthly Gross Salary: EUR 1,689.89
- Great working atmosphere and a friendly team spirit with multilingual colleagues.
- An ambitious and stable employer with long-term goals and a culture that roots for your success.
- Paid training and continuous leadership support.
- The opportunity to manage your daily tasks while driving positive, lasting change.
- Collaborative teamwork towards a common goal, with genuine opportunities for internal promotion.

Responsibilities
- Lead, mentor and motivate your team of CSRs, fostering an inclusive work environment, open communication, and seamless cooperation.
- Track, analyze and report on team metrics (productivity, quality, absenteeism, punctuality, retention) and implement targeted action plans.




- Conduct regular one-to-one coaching sessions to address performance, alignment or behavioural indicators.
- Maintain applications, databases and internal documentation while ensuring full compliance with company procedures and labor frameworks.
- Collaborate closely with Quality & Training managers, HR and business support teams to optimise campaign performance and resolve complex challenges.

Qualifications
- Proven experience managing customer service/contact centre teams.
- Proficient in office tools, specifically a medium level of Excel.
- Italian - C1, English - C1, Spanish - C1.
- Residing in Barcelona or the Barcelona metropolitan area and able to travel to the office for occasional face-to-face client meetings.
- Advanced communication and customer orientation, robust analytical and decision-making skills under pressure, strong ability to organize, plan, and delegate effectively.
J-18808-Ljbffr

📌 Customer Service Team Leader (España)
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