Inbound Operations Lead: Data-Driven Coach

JD Logistics; Madrid; On-site; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Great locations

People-first culture

Job summary

JINGDONG Logistics is seeking an experienced inbound customer service team lead in Madrid to coach and manage a high-performing group delivering JD.com’s service commitments.

You will oversee daily operations, monitor queues and metrics, provide performance feedback, handle escalations, and partner with other departments to enhance customer experience and operational efficiency. English and Mandarin language skills are preferred for global operations.

Qualifications

• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team lead position.
• Proven ability to motivate and lead a team to achieve performance goals.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Fluency in English (and Mandarin preferred for global operations).

Responsibilities

• Oversee the daily operations of the inbound customer service team, ensuring adherence to quality standards and service level agreements.
• Provide coaching, mentoring, and performance feedback to team members, identifying areas for development and implementing training initiatives.
• Monitor call queues, agent availability, and service metrics to optimize resource allocation and maintain efficient workflow.
• Handle escalated customer inquiries and complex issues, resolving them effectively and professionally.
• Analyze team performance data, identify trends, and implement corrective actions to improve customer satisfaction and operational efficiency.
• Develop and implement team schedules, ensuring adequate coverage and managing leave requests.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Conduct regular team meetings to communicate updates, share best practices, and foster a positive team environment.

Skills

Team leadership

Coaching

Quality standards

CRM software

Data analysis

English & Mandarin

Education

Bachelor's degree in Business Administration, Communications, or a related field

Tools

CRM systems

Call center software

Job description

JINGDONG Logistics is seeking an experienced inbound customer service team lead in Madrid to coach and manage a high-performing group delivering JD.com’s service commitments.

You will oversee daily operations, monitor queues and metrics, provide performance feedback, handle escalations, and partner with other departments to enhance customer experience and operational efficiency. English and Mandarin language skills are preferred for global operations.