Team Lead

The Lemon Consulting; Barcelona; Presencial; EUR 42.000 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remuneration package

Barcelona office

Training program

Career development

Career guidance

Descripción de la vacante

The Lemon Consulting in Barcelona is seeking a Team Lead to manage a customer and consumer service team on-site. You will drive performance, mentor staff and coordinate with Quality and Senior Supervisor to meet service objectives.

You will lead reporting, KPI tracking and process improvements, while ensuring deadlines and high-quality customer interactions. Fluent in English and Chinese, with native Danish, you will shape a collaborative, results-oriented environment.

Formación

• Native or near-native Danish.
• Fluent in English and Chinese.
• Experience leading customer service teams.
• Experience with customer service processes and tools.
• Ability to analyze performance indicators and drive decisions.
• Proficient in Microsoft Office and Excel.
• Knowledge of Salesforce or other CRM tools.
• Strong communication and motivational leadership.

Responsabilidades

• Lead, support and develop a team of customer and consumer service representatives
• Foster a collaborative, positive and results-oriented working environment
• Motivate the team and promote engagement with service objectives
• Supervise case management, prioritisation and deadlines
• Monitor daily team productivity, KPIs, adherence and SLA compliance
• Analyze team performance metrics and identify improvement opportunities
• Collaborate with Quality Manager, N2 and Senior Supervisor to improve service quality
• Participate in client meetings and communicate information to the team
• Identify training needs and organise training sessions
• Gather feedback on processes and operational needs
• Support reports covering performance, incidents and customer feedback
• Ensure compliance with policies and project regulations

Conocimientos

Team management

Data analysis

Communication

CRM tools

Excel

Decision making

Herramientas

Salesforce

Microsoft Excel

Microsoft Office

Descripción del empleo

Position: Team Lead

Location: Barcelona, Spain

Model: 100% On-site

Employment type: full-time

DUTIES AND RESPONSIBILITIES:

• Lead, support and develop a team of customer and consumer service representatives
• Foster a collaborative, positive and results-oriented working environment
• Motivate the team and promote engagement with service objectives
• Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines
• Monitor daily team productivity, KPIs, adherence and SLA compliance
• Analyse team performance metrics to identify improvement opportunities and determine operational priorities
• Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction
• Participate in client meetings and communicate relevant information to the team
• Identify training needs and support the organisation of sessions to reinforce knowledge and best practices
• Gather team feedback on processes, operational needs and improvement opportunities
• Support the preparation and follow-up of reports covering performance, incidents and customer feedback
• Ensure compliance with company policies and applicable project regulations

REQUIREMENTS:

• Native or near-native level of Danish
• Fluent in English and Chinese
• Demonstrable previous experience managing customer service teams
• Experience working with customer service processes, tools and best practices
• Ability to analyse performance indicators and use data to support decision-making
• Good knowledge of Microsoft Office and Excel for tracking, analysis and reporting
• Knowledge of Salesforce or other CRM tools
• Excellent communication skills and the ability to deliver clear and constructive feedback
• Strong people management and team motivation skills
• Ability to manage priorities, make decisions and adapt to change

BENEFITS:

• Excellent remuneration package based on experience, skills and performance
• Great office location in Barcelona
• Full paid training about the company and the project you will be working on
• Career development program and specialized courses
• Guidance and tools to reach career potential.