German Customer Service Team Lead - BARCELONA

Description:

Then this is your chance because NCC Barcelona is looking for go-getters to guide and develop a team of Customer Service Agents for a prominent leader in payments and transactional services.

As a Team Lead you will play a pivotal role in ensuring both client satisfaction and the success of your team. Your responsibilities extend beyond customer service to include team management, quality assurance, and operational efficiency, fostering an environment where both advisors and clients feel supported.

Key Responsibilities:

• Managing the project in terms of staffing, quality, and employee satisfaction
• Quality optimization through check-ins, one-on-ones and coaching
• Reaching Service Level Agreements and KPI’s in accordance with client agreements Collecting information and building report on operational and quality performance for Senior Management on a regular basis.
• Planning and organizing work through peaks and lows, anticipating obstacles.
• Develop and support the team of Agents in terms of knowledge and tools to reach team objectives.
• Ensure a good working atmosphere.
• Maintain structural communication with HR and Senior Management in relation to employee needs, absences and onboarding/exit procedures.

Requirements:

• Planning and Organization: Ability to set priorities and manage peaks in workload.
• Experience: Relevant experience in a Team Lead role (preferably in a call center environment) is a must.
• Leadership: Lead positively, guide and motivate the team towards common goals.
• Analytical Thinking and Problem Solving: Identify and tackle problems logically, gather and coordinate relevant data.
• Quality and Accuracy: Commitment to quality and thoroughness in work.
• Developing and Coaching: Coach employees, provide timely and constructive feedback, and encourage team members to coach/help each other.
• Specific Knowledge and Skills: Intermediate knowledge of Excel and PowerPoint. Proficiency in German and English.
• Security Procedures: Ability to maintain security procedures around sensitive data.

Offer:

• A diverse and lively workplace that values diverse cultures, fostering a fun and friendly atmosphere.
• Hybrid working model.
• Opportunities for internal growth and career progression to advance your professional journey.
• Extensive training provided, arming you with the knowledge and tools to excel in your role.
• Exciting incentives and reward schemes to recognize your efforts and keep you motivated for impressive results.
• A permanent role with a competitive salary for financial stability.
• Unlimited coffee and fresh fruit on office days for an energy boost.
• Free online Spanish lessons outside of working hours for skill development.
• Free PT-sessions.
• Comprehensive support for mental health and well-being- Ifeel app.
• Unforgettable staff parties that bring the team together, creating lasting memories

If these points align with your strengths and aspirations, we would love to hear from you! Are you the Team Leader we are looking for? Apply now and join our dynamic team in Barcelona!