Lead a high-performing team at the heart of our Guest Contact Centre, delivering exceptional service and shaping outstanding customer experiences across every interaction.
Your mission
As our Customer Experience Team Leader, your mission is to ensure consistently high-quality service delivery across all customer interactions while driving operational efficiency. You’ll lead, coach, and develop a team in a fast-paced contact centre environment, using data and insight to optimise performance, improve processes, and create seamless, positive experiences for our guests.
What you'll be doing
- Own and deliver team performance against KPIs, ensuring consistent achievement of service and quality targets
- Collaborate with Contact Centre Management and cross-functional teams to enhance service delivery and customer satisfaction
- Analyse customer enquiry trends and performance data to identify improvements and optimise workflows
- Lead, coach, and develop team members through regular feedback, quality assessments, and performance reviews
- Oversee daily operations to ensure SLAs for response and resolution times are consistently met
- Act as the first escalation point for complex customer issues, ensuring efficient and effective resolution
Who we’re looking for
You’ll thrive in this role if you enjoy leading from the front, using data to guide decisions, and creating an environment where people feel motivated to perform at their best.
We’re looking for someone who brings:
- Proven experience managing or supervising contact centre operations
- Strong people leadership skills with the ability to coach, mentor, and inspire teams
- Confidence in handling customer complaints and complex conversations
- A structured, solution-oriented mindset with a focus on continuous improvement
- A collaborative and proactive approach to getting things done
- It will be a bonus if you have experience working across multiple geographies or driving operational consistency at scale.
How yo
📌 Customer Experience Team Leader (Málaga)
🏢 Awaze
📍 Málaga