Contact Center Team Lead - Madrid

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Profiles Ingeniería

De duración indefinida


Salario competitivo

  • Immediate incorporation

Our client is a multinational company and is looking for a Contact Center Team Lead for their offices based in Madrid.

Reporting to the Supervisor, the Team Lead must perform the following functions:

- Operational tasks, planning and team distribution for optimal service coverage
- Development of internal communication strategies and communication plans for reach KPI's
- Development of internal work Instructions, as well as preparation and definition of mateiral support and help
- Team Morale and engagement: define tactical incentives and challenges
- Individual meetings to follow up on Specialists performance
- Audit agent's performanece;
- Analytical profile of results ( daily, weekly, monthly, quarterly and annual)
- Participate in recruitment and onboarding processes with HR ( initial training for new hires and continuous training)
- Ensure that the procedures and guidelines established in relation to operational standards, quality and GDPR
- Team Morale and engagement: define tactical incentives and challenges
- Coordination with the different departmets to ensure that the implemented processes/procedures are aligned


- Bachelor Degree or previuos experience in similar role
- Experience (min 5 years) in Contact Center and experience managing a Customer Care Team (at least 2 years)
- Native in Spanish and Advanced level of English
- Experience in Microsoft Office Tools (Advanced Excel Office is a must)
- Knowledge and experience dealing with telephony platforms and CRM's
- Highly oriented to meet deadlines and establidhed goals
- Teamwork, problem-solving and collaboration skills

- Long term contract
- Other benefits

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