Assist CRM Spain SL are looking for professionals responsible for leading, coordinating, and motivating a team of agents, ensuring operational and quality targets are met while fostering a positive, high-performance work environment.

KEY RESPONSIBILITIES

Operational Management: Oversee daily team performance, ensuring appropriate service coverage, achievement of assigned KPIs (quality, productivity, etc.), and real-time incident resolution.
Leadership & Development: Conduct coaching sessions, 1-on-1s, and continuous feedback to enhance individual and team performance. Foster a collaborative environment built on trust.
Monitoring & Control: Ensure compliance with company procedures and policies, monitor absenteeism, and take corrective actions when necessary.
Continuous Improvement: Identify process improvement opportunities and propose key initiatives to optimize service efficiency.

REQUIREMENTS

Skills and Competences: At least two years of experience in telephone customer care, a contact centre, a help desk or first-line technical support; experience in the automotive sector,



at a dealership or in a back-office role would also be advantageous. Operational knowledge of Spanish would be an advantage; knowledge of another European language would be an additional asset. Familiarity with contact centre KPIs such as quality, First Contact Resolution (FCR), Customer Satisfaction (CSAT), handling times and SLA compliance. Previous experience in the automotive industry is a plus.
Experience: 2 years.
Education and Qualifications: Upper secondary school diploma or equivalent qualification, preferably in a technical or technology-related field. Languages: French (native speaker level) or German (native speaker level) or Italian (native speaker level) or Polish (native speaker level) and English (C1 level). Knowledge of Spanish is a plus.

EMPLOYMENT PACKAGE

Salary: From 20.278€ - 26.000€ Gross per year
Job Location: Valencia, Spain
Type of Contract: Permanent Contract Fu

📌 TEAM LEADER – CALL CENTER (España)
🏢 Servicio Publico de Empleo Estatal SEPE
📍 España