David Kennedy Recruitment is working with a leading
customer experience company that is seeking to onboard a Customer
Service Team Leader to lead and develop a team of customer and
consumer service representatives in Barcelona. Position: Team Lead
Location: Barcelona, Spain Model: 100% On-site Employment type:
full-time DUTIES 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 regulations REQUIREMENTS: 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 motivati
📌 Team Lead (Cataluña)
🏢 David Kennedy Recruitment
📍 Cataluña
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