Senior Team Manager, Luxury Auto CX

Sitel Corp.; Madrid; Presencial; EUR 35.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid training program

International environment

Descripción de la vacante

Foundever in Madrid seeks an experienced Team Manager to lead a premium automotive customer experience project. You will coach a team of customer service professionals, monitor KPIs, and drive performance improvements in a fast-paced service environment.

The role requires strong leadership, English and Spanish at C1, and a background in customer operations. It is a temporary replacement, full-time with rotating shifts in a professional, international setting in Madrid.

Formación

• Advanced Spanish and English level (minimum C1) required.
• Higher Vocational Training qualification or equivalent.
• Experience as Team Manager, Supervisor, or Operations Team Leader in customer service.
• Minimum 6 months of experience in customer operations.
• Strong leadership, analytical, and interpersonal communication skills.
• Experience managing KPIs, coaching plans, and operational reporting.
• Customer-oriented mindset with strong problem-solving capabilities.

Responsabilidades

• Lead, coach, and develop a team of customer service professionals to achieve operational KPIs and quality standards.
• Monitor customer interactions and team performance, identifying improvement opportunities and implementing action plans.
• Analyze operational metrics, reporting data, and campaign results to optimize performance and customer satisfaction.
• Provide ongoing feedback, coaching sessions, and performance follow-ups.
• Handle escalations and support agents in resolving complex customer situations.
• Ensure clear and effective communication between internal stakeholders and client operations.
• Promote a high-performance culture focused on collaboration, accountability, and continuous improvement.
• Support onboarding and integration processes for new employees.

Conocimientos

Leadership

Analytical thinking

Interpersonal communication

KPI management

Educación

Higher Vocational Training (Ciclo Formativo de Grado Superior)

Descripción del empleo

Foundever in Madrid seeks an experienced Team Manager to lead a premium automotive customer experience project. You will coach a team of customer service professionals, monitor KPIs, and drive performance improvements in a fast-paced service environment.

The role requires strong leadership, English and Spanish at C1, and a background in customer operations. It is a temporary replacement, full-time with rotating shifts in a professional, international setting in Madrid.