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 satisfactionQuality optimization through check-ins, one-on-ones and coachingReaching Service Level Agreements and KPI's in accordance with client agreementsCollecting information and building report on operational and quality performance for Senior Management on a regular basisPlanning and organizing work through peaks and lows, anticipating obstaclesDevelop and support the team of Agents in terms of knowledge and tools to reach team objectivesEnsure a good working atmosphereMaintain structural communication with HR and Senior Management in relation to employee needs, absences and onboarding/exit proceduresRequirements:Good communicatorStrong analytical skillsAbility to give training to a group of agentsConcern for quality and accuracyResult-oriented approachThe ability to consolidate input from both the team and the partnerPro-active attitudeA people-first approach with the ability to guide and coach agentsNative-level Dutch (or Flemish)Good level of EnglishBachelor's degree or equal through experienceAt least 2 years' experience in an operational customer service environmentThe ability to manage teams in a fast-changing environmentRelevant experience in a Team Lead role (preferably in a call center environment) is a mustOffer:Competitive fixed salary (with the possibility to earn a performance-based bonus)Tax-free benefits including food, transport, gym, insurance & childcareSeveral company events per yearFree fruit at the officeFree Spanish language classes23 holidays per year and compensation for working local Bank HolidaysEasily accessible office in Barcelona (Poblenou area)A unique, fun, friendly, and people-focused work environmentOpen atmosphere in which employee suggestions and ideas are heardWe'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.
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