Operations Team Leader: Lead People, Drive Service Excellence

hcmportal; Madrid; On-site; EUR 40,000 - 48,000; Full time

Benefits offered by this job

Competitive salary + health insurance

Ongoing training and development

Career growth opportunities

Job summary

UPS is seeking a Team Leader for the Coslada facility. The role requires strong leadership, decision-making, and English proficiency, with responsibilities spanning coaching, talent development, KPI monitoring, and cross-department coordination.

The individual will manage a team, ensure service excellence, and contribute to continuous improvement while coordinating with providers and internal teams. A higher education qualification and willingness to travel are expected.

Qualifications

• Higher Vocational Training qualification or university degree is essential.
• Advanced English proficiency is essential.
• Curiosity and enthusiasm for learning about new areas of the business and developing service knowledge.
• Strong leadership skills and the ability to make decisions quickly.
• Strong communication skills.
• Flexible and analytical mindset, with a passion for problem-solving and decision-making.
• Working knowledge of MS Office applications, 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 on a daily basis and drive continuous improvement initiatives.
• Meet with service providers (OSPs) when necessary to ensure appropriate customer service follow-up.
• Coordinate projects within the department and communicate with other departments to ensure successful project execution (BaSE, IE, etc.).
• Coordinate center and service audits and follow up on identified action items.
• Plan resources for holidays and Peak periods, making adjustments and implementing plans as required.
• Provide support with operational activities when necessary.

Skills

Leadership

Decision making

Communication skills

Problem solving

Education

Higher Vocational Training/University degree

Tools

MS Office (Excel/Outlook)

Job description

UPS is seeking a Team Leader for the Coslada facility. The role requires strong leadership, decision-making, and English proficiency, with responsibilities spanning coaching, talent development, KPI monitoring, and cross-department coordination.

The individual will manage a team, ensure service excellence, and contribute to continuous improvement while coordinating with providers and internal teams. A higher education qualification and willingness to travel are expected.