Team Leader | Italian & Spanish Speaking (CEC)

NetherlandsFull Timelead

OtherSpanish Speaking

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Quick Summary

Overview

About the role:As a Team Leader – Italian & Spanish Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media.

Technical Tools

OtherSpanish Speaking

About the role:
As a Team Leader – Italian & Spanish Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment.

Getting Started…

Learn our tone of voice, systems, and customer service processes.
Shadow experienced colleagues to understand customer journeys, workflows, and best practices.
Gain confidence leading a team and handling escalated customer interactions.

Establishing Your Impact…

Independently manage team performance and operational workflows with professionalism and accuracy.
Resolve escalated queries fairly and efficiently, setting a high standard for your team.
Coach and mentor team members to achieve high-quality service and KPIs.
Build trust with colleagues and customers through clear, timely, and accurate communication.

Driving Excellence…

Take ownership of team performance, KPIs, and service outcomes.
Continuously identify and implement improvements in workflows, training, and customer service processes.
Foster a high-performing, engaged, and motivated team culture.