Job Title:
Team Leader (English - speaking) - On-site BM01
Job Description
Experiencethepowerofagame-changingcareer
Wanttobepartofaninnovativeandgrowingteam?We'reaglobaltechnologyandservicesleaderthatpowersthebrandsofthefuture.Wehelpwell-knownbrands-theonesyouuseeveryday-improvetheirbusinesseswithtechnologyandintegratedsolutions,inover70countries.
Ifyou'relookingtogrowandbeinspired,asaTeamLeaderinBarcelona(on-site),youwillbepartofourteamofgame-changerswhoarepoweringthebrandsofthefuturebydeliveringexceptionalcustomerexperiences.
Careergrowthandpersonaldevelopment
Thisisagreatopportunitytoexperiencethepowerofwhat'snextanddevelop"friendsforlife"atthesametime.We'llgiveyouallthetraining,cutting-edgetechnologies,andthecontinuingsupportyou'llneedtosucceed.
Whatyouwilldointhisrole
- Leadandcoordinatetheday-to-dayoperationsofaCustomerServiceteam,ensuringexcellentserviceacrossphone,email,andchatwhilemaintainingoptimalcoverageandresponsetimes.
- Actasthefirstpointofescalationforcomplex,sensitive,orhigh-valuecustomercases,ensuringtimelyandeffectiveresolution.
- Monitorindividualandteamperformanceusingkeyperformanceindicatorssuchasresponsetimes,resolutionrates,andcustomersatisfaction,providingregularcoachingandconstructivefeedback.
- Conductqualityreviews,identifyperformancetrends,andworkwithmanagementtoimplementactionplansthatdrivecontinuousimprovement.
- Supporttheonboardinganddevelopmentofnewteammembersbydeliveringtraining,sharingbestpractices,andfosteringacultureofcontinuouslearning.
- Collaboratewithcross-functionalteamstocommunicatecustomerinsights,identifyrecurringissues,andcontributetoimprovingprocesses,tools,andknowledgeresources.
- Ensureoperationalproceduresandqualitystandardsareconsistentlyfollowedwhilepromotingserviceexcellenceandaccountabilityacrosstheteam.
Concentrixisagreatmatchifyou:
- Areproficientorbilingualin English
- Have 3-5yearsofexperienceincustomerservice,including atleast1-2yearsinaTeamLeader,SeniorAgent,Mentor,orsupervisoryrole.
- Havepreviou
📌 Team Leader (Barcelona)
🏢 CNX
📍 Barcelona