The Job

Customer Service Team Leader - IT/EN/ES

Logistics, Sales & Operations · Sales & Business Development · Sales Management · Customer Success

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In short

Transcom is seeking a Customer Service Team Leader in Barcelona to manage and develop a team of Customer Service Representatives. The role involves optimizing agent performance, ensuring quality, and collaborating with various departments to meet client needs. Fluency in Italian, English, and Spanish, along with Excel proficiency, is required.

Responsibilities

  • Lead, mentor, and motivate a team of CSRs, fostering an inclusive work environment.
  • Track, analyze, and report on team metrics (productivity, quality, absenteeism, punctuality, retention).
  • Conduct regular One-to-One coaching sessions for performance and professional growth.
  • Maintain applications, databases, and internal documentation, ensuring compliance.
  • Collaborate with Quality & Training managers, HR, and business support teams.

Requirements

  • Proven experience in a similar leadership role managing customer service/contact center teams.
  • Proficient in office tools, specifically a medium level of Excel.
  • Italian - C1, English - C1, Spanish - C1 language proficiency.
  • Residing in Barcelona or the Barcelona metropolitan area.
  • Advanced communication and customer orientation skills.
  • Robust analytical and decision-making skills under pressure.
  • Strong capability to organize, plan, and delegate effectively.

Desired Qualifications

  • Ability to travel to the office for occasional face-to-face client meetings and business-related engagements as needed.

Benefits

  • Monthly Gross Salary: EUR 1,689.89
  • Great working atmosphere and a friendly team spirit with multilingual colleagues.
  • Ambitious and stable employer with long-term goals.
  • Paid training and continuous leadership support.
  • Opportunity to manage daily tasks while driving positive, lasting change.
  • Collaborative teamwork towards a common goal.
  • Genuine opportunities for internal promotion.
#customer service#team leader#operations#contact center
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Company

Transcom

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Barcelona, Spain

Applicants

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