Customer Service Team Leader - IT/EN/ES

Transcom; Barcelona; On-site; EUR 35,000 - 55,000; Full time

Benefits offered by this job

Temporary replacement contract

Multilingual colleagues

Great working atmosphere

Job summary

Transcom in Barcelona is seeking a proactive Team Leader to manage our Customer Service Representatives. You will drive productivity, quality, and efficiency for your assigned team, and coach for continuous improvement while upholding Transcom's standards.

You will monitor performance, mentor staff, coordinate with Quality, Training, HR and business support teams, and help deliver outstanding service to clients and their customers in a fast-paced, multilingual environment.

Qualifications

• Experience in a similar leadership role managing customer service teams.
• Proficient in office tools, specifically a Medium level of Excel.
• Languages: Italian C1, English C1, Spanish B2.
• Based in Barcelona or metro area with travel to office for meetings.

Responsibilities

• Lead, mentor, and motivate CSRs, fostering an inclusive work environment.
• Track, analyze, and report on team metrics to exceed goals.
• Conduct regular one-to-one coaching for performance improvement.
• Maintain applications, databases and internal docs per procedures.
• Coordinate with Quality, Training, HR and support teams to optimize campaigns.

Skills

Leadership

Communication

Analytical skills

Planning

Tools

Excel

Job description

General Information

Location

Barcelona

Job ID

13330

Job Category

Operations

Language Requirement

English, Italian, Spanish

Description & requirements

We're CX fanatics, as passionate about our clients as their fans are. It's why the most-loved brands in the world rely on us. You'll find us behind the brilliance of category-redefining fintechs, technology legends, and more. Now, we are looking for a Team Leader to drive our Customer Service operations, and we want you to join us!

We are seeking a dynamic and people-oriented Team Leader to manage our Customer Service Representatives (CSRs). In this role, you will be directly responsible for the productivity, quality, and efficiency of your assigned team. Your daily mission centers on optimizing agent performance, boosting competency development, and ensuring our team's alignment with Transcom's high organizational standards. As a Team Leader, you will play a crucial role in ensuring the success and satisfaction of our clients and their customers.

What's in it for you

• Competitive salary
• Temporary replacement contract
• Great working atmosphere and a friendly team spirit with multilingual colleagues.
• An ambitious and stable employer with long-term goals and a culture that roots for your success.
• Paid training and continuous leadership support.
• The opportunity to manage your daily tasks while driving positive, lasting change.
• Collaborative teamwork towards a common goal, with genuine opportunities for internal promotion.

Join Transcom as a Team Leader!

In this role you will be responsible for:

• Leadership & Team Development: Lead, mentor, and motivate your team of CSRs, fostering an inclusive work environment, open communication, and seamless cooperation.
• Performance Monitoring: Track, analyze, and report on team metrics (including productivity, quality, absenteeism, punctuality, and retention), implementing targeted action plans to exceed project goals.
• Continuous Feedback: Conduct regular One-to-One coaching sessions to address performance, alignment, or behavioral indicators, providing continuous feedback for professional growth.
• Operational Excellence: Maintain applications, databases, and internal documentation while ensuring full compliance with company procedures and labor frameworks.
• Client & Stakeholder Coordination: Collaborate closely with Quality & Training managers, HR, and business support teams to optimize campaign performance and resolve complex challenges.
  

What we are looking for:

• Experience: experience in a similar leadership role managing customer service teams.
• Technical Skills: Proficient in office tools, specifically a Medium level of Excel.
• Language Proficiency: Italian - C1, English - C1, Spanish - B2.
• Location & availability: Residing in Barcelona or the Barcelona metropolitan area, with the ability to travel to the office for occasional face-to-face client meetings and business-related engagements as needed.
• Core Competencies: Advanced communication and customer orientation, robust analytical and decision-making skills under pressure, and a strong capability to organize, plan, and delegate effectively.

What Life at Transcom is like

At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.