Purpose of the role
You will be key to our new business partner's success, as you will lead a team of highly skilled Representatives and be held responsible for their performance and satisfaction at all times.
You will report directly to the Operations Manager and work with your fellow team leaders to further improve overall performance without losing sight of your team's KPIs.
You will oversee the preparation of service, develop new opportunities and translate data into concrete actions, analyze reports, identify trends and ensure planning, KPIs and employee satisfaction targets are achieved at individual and team level.
Responsibilities
- Manage your team ensuring that service is met consistently.
- Term planning / forecast preparation.
- Design thinking in terms of new developments and opportunities.
- Delegation of tasks and set deadlines.
- Oversee day-to-day operation.
- Monitor team performance and report on metrics to perform outstanding results.
- Identify individual improvements and “Coach, Coach, Coach”.




- Listen to team members’ feedback and resolve any issues or conflicts.
- Recognize high performance and reward accomplishments.
- Develop strategies to promote team member adherence to company regulations and performance goals.
- Ensure that your team's satisfaction levels are always met no matter what

Requirements
- BA/BS degree or equivalent practical experience.
- +2 years of experience in Customer Service
- Excellent people & communication skills.
- C2 level of English. Advanced level of French is a plus
- An ongoing desire to learn and develop.
- Comprehension – Ability to clearly understand and respond appropriately to the problem statements.
- Ability to maintain and manage active engagement during communications.
- Capable of managing communication flow and direction.
- Knowledge on internet connectivity and troubleshooting.
- Knowledge of browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome).
- Excellent research skills with proficien

📌 BackUp English Speaking Customer Service Team Leader (España)
🏢 Teleperformance Spain
📍 España