Position: Team LeadLocation: Barcelona, SpainModel: 100% On-siteEmployment type: full-timeDUTIES AND RESPONSIBILITIES:- Lead, support and develop a team of customer and consumer service representatives- Foster a collaborative, positive and results-oriented working environment- Motivate the team and promote engagement with service objectives- Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines- Monitor daily team productivity, KPIs, adherence and SLA compliance- Analyse team performance metrics to identify improvement opportunities and determine operational priorities- Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction- Participate in client meetings and communicate relevant information to the team- Identify training needs and support the organisation of sessions to reinforce knowledge and best practices- Gather team feedback on processes, operational needs and improvement opportunities- Support the preparation and follow-up of reports covering performance,



incidents and customer feedback- Ensure compliance with company policies and applicable project regulationsREQUIREMENTS:- Native or near-native level of Danish- Fluent in English and Chinese- Demonstrable previous experience managing customer service teams- Experience working with customer service processes, tools and best practices- Ability to analyse performance indicators and use data to support decision-making- Good knowledge of Microsoft Office and Excel for tracking, analysis and reporting- Knowledge of Salesforce or other CRM tools- Excellent communication skills and the ability to deliver clear and constructive feedback- Strong people management and team motivation skills- Ability to manage priorities, make decisions and adapt to changeBENEFITS:- Excellent remuneration package based on experience, skills and performance- Great office location in Barcelona- Full paid training about the company and the project you will be working on- Career development program and specialized courses- Guidance and tools to reach career potential.#J-18808-Ljbffr

📌 Team Lead (Barcelona)
🏢 The lemon Consulting
📍 Barcelona