Lead, support and develop a team of customer and consumer service representativesFoster a collaborative, positive and results-oriented working environmentMotivate the team and promote engagement with service objectivesSupervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlinesMonitor daily team productivity, KPIs, adherence and SLA complianceAnalyse team performance metrics to identify improvement opportunities and determine operational prioritiesCollaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfactionParticipate in client meetings and communicate relevant information to the teamIdentify training needs and support the organisation of sessions to reinforce knowledge and best practicesGather team feedback on processes, operational needs and improvement opportunitiesSupport the preparation and follow-up of reports covering performance, incidents and customer feedbackEnsure compliance with company policies and applicable project regulationsPosition: Team LeadLocation: Barcelona, SpainModel: 100% On-siteEmployment type: full-timeDUTIES AND RESPONSIBILITIES:Lead, support and develop a team of customer and consumer service representativesFoster a collaborative, positive and results-oriented working environmentMotivate the team and promote engagement with service objectivesSupervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlinesMonitor daily team productivity, KPIs,



adherence and SLA complianceAnalyse team performance metrics to identify improvement opportunities and determine operational prioritiesCollaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfactionParticipate in client meetings and communicate relevant information to the teamIdentify training needs and support the organisation of sessions to reinforce knowledge and best practicesGather team feedback on processes, operational needs and improvement opportunitiesSupport the preparation and follow-up of reports covering performance, incidents and customer feedbackEnsure compliance with company policies and applicable project regulationsREQUIREMENTS:Native or near-native level of DanishFluent in English and ChineseDemonstrable previous experience managing customer service teamsExperience working with customer service processes, tools and best practicesAbility to analyse performance indicators and use data to support decision-makingGood knowledge of Microsoft Office and Excel for tracking, analysis and reportingKnowledge of Salesforce or other CRM toolsExcellent communication skills and the ability to deliver clear and constructive feedbackStrong people management and team motivation skillsAbility to manage priorities, make decisions and adapt to changeBENEFITS:Excellent remuneration package based on experience, skills and performanceGreat office location in BarcelonaFull paid training about the company and the project you will be working onCareer development program and specialized coursesGuidance and tools to reach career potential.#J-18808-Ljbffr

📌 Team Lead (Danish + Chinese) (Barcelona)
🏢 The lemon Consulting
📍 Barcelona