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 motivation skills

• Ability to manage priorities, make decisions and adapt to change

BENEFITS:

• 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.