Malaga CX Team Leader - Elevate Guest Experience

Awaze; Málaga; Sur place; EUR 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Discounts on holidays across our brand

Career progression opportunities

Résumé du poste

Awaze in Málaga is seeking a Customer Experience Team Leader to guide a guest contact centre, coaching staff to deliver outstanding service and maintain high quality scores. You will oversee daily operations across phone, email and webchat, resolving escalations and driving improvements with cross-functional teams.

The role emphasizes people development, data-driven decision making and a hands-on, adaptable leadership style in a fast-paced environment.

Qualifications

• Experience leading a contact centre or customer service team.
• Strong coaching and people management skills.
• Understanding of contact centre operations and service delivery.

Responsabilités

• Lead, coach and develop your team through feedback and reviews.
• Monitor KPIs and identify improvements in quality and speed.
• Oversee daily contact centre operations across phone, email and webchat.
• Escalation point for complex guest enquiries and issue resolution.
• Foster a positive, collaborative team culture and engagement.
• Collaborate with Resource Planning and Training to improve processes.

Connaissances

Leadership

Coaching

Customer Service

Data-driven

Conflict Resolution

Description du poste

Awaze in Málaga is seeking a Customer Experience Team Leader to guide a guest contact centre, coaching staff to deliver outstanding service and maintain high quality scores. You will oversee daily operations across phone, email and webchat, resolving escalations and driving improvements with cross-functional teams.

The role emphasizes people development, data-driven decision making and a hands-on, adaptable leadership style in a fast-paced environment.