[X-345] | Customer Service Teamleader

Are you a strong communicator, passionate about people and experienced within a call center environment? Are you focused on customer experience and delivering qualitative services? Would you like to work with an international team, based in sunny Barcelona? 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 European full-service card and payment processor!
Responsibilities: Managing your 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: Good communicator
Strong analytical skills
Ability to give training to a group of agents
Concern for quality and accuracy
Result-oriented approach
The ability to consolidate input from both the team and the partner
Pro-active attitude
A people-first approach with the ability to guide and coach agents
Native-level Dutch (or Flemish)
Good level of English
Bachelor's degree or equal through experience
At least 2 years' experience in an operational customer service environment
The ability to manage teams in a fast-changing environment
Relevant experience in a Team Lead role (preferably in a call center environment) is a must
Offer: Competitive fixed salary (with the possibility to earn a performance-based bonus)
Tax-free benefits including food, transport, gym, insurance & childcare
Several company events per year
Free fruit at the office
Free Spanish language classes
23 holidays per year and compensation for working local Bank Holidays
Easily accessible office in Barcelona (Poblenou area)
A unique, fun, friendly, and people-focused work environment
Open atmosphere in which employee suggestions and ideas are heard
We're an equal opportunity employer . All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

#J-18808-Ljbffr