(Jqv143) | Customer Service Manager

Cooltra is looking for a Customer Service Manager to join the team at Headquarters in Barcelona.
Main tasksLead and organize a team of 40 agents (supervisors, senior agents, and agents);Plan and monitor the annual budget and constantly adapt the team to achieve monthly objectives;Recruit new agents to have the best team possible;Create performance reporting to management and board of directors;Set team's KPIs and monitor success metrics;Evaluate team performance and give feedback;Optimize operational procedures;Ensure quality of service and customer satisfaction;Participate in the company's strategic projects working with other departments like Marketing, IT, Legal, and Operations;Maintain Salesforce Service Cloud omnichannel in terms of department's necessities.Desired knowledge, skills and abilities+3 years of experience as Manager of the Customer Service team/ Contact Center Manager;Excellent people skills;High autonomy and problem-solving skills;High level of English and Spanish, written and spoken;Knowledge of Italian, French, and Portuguese language is a plus;Strong communication and influencing skills;Experience in project management is a plus;Experience with Salesforce and/or Zendesk is a plus.What do we offer?Permanent, full-time labor contract;Dynamic role, with large autonomy;Multicultural, open-minded, and international organization;Offices in Barcelona city center, close to the sea;Gym and medical insurance at a reduced rate;50% discount on Cooltra services;Coffee and fruit in the office;Many offers and discounts thanks to our partners.
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