Operations Team Lead: Drive KPIs & Service Excellence

United Parcel Service Sweden Aktiebolag; Madrid; On-site; EUR 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary + health insurance

Ongoing training and development

Career growth opportunities

Job summary

UPS in Madrid (Coslada) is looking for a Team Leader to manage and coach a service team, ensuring customer service excellence and daily KPI monitoring.

You will develop talent, coordinate projects with BaSE, IE, and optimise resources using MS Office, with fluent English and occasional travel. This is a permanent role offering training, career growth, and a competitive salary with health insurance.

Qualifications

• Higher Vocational Training or university degree is essential.
• Advanced English proficiency is essential.
• Strong leadership and decision-making abilities.
• Excellent communication and problem-solving skills.
• Proficiency with MS Office including Excel and Outlook.

Responsibilities

• Manage the team reporting to you, including coaching and training team members.
• Identify and develop potential talent within the company.
• Maintain a strong focus on customer service excellence.
• Monitor service KPIs daily and drive continuous improvement initiatives.
• Meet with service providers to ensure appropriate customer service follow-up.
• Coordinate projects within the department and communicate with other departments for successful execution.
• Coordinate center and service audits and follow up on action items.
• Plan resources for holidays and Peak periods and adjust plans as required.
• Provide support with operational activities when necessary.

Skills

People leadership

Decision making

Communication skills

Problem solving

MS Office proficiency

Education

Higher Vocational Training or university degree

Tools

Excel

Outlook

Job description

UPS in Madrid (Coslada) is looking for a Team Leader to manage and coach a service team, ensuring customer service excellence and daily KPI monitoring.

You will develop talent, coordinate projects with BaSE, IE, and optimise resources using MS Office, with fluent English and occasional travel. This is a permanent role offering training, career growth, and a competitive salary with health insurance.