Team Leader - Contact Centre

Netzon Group; Madrid; Híbrido; EUR 32.000 - 46.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Office in Barcelona

Descripción de la vacante

Netzon Group is seeking a Team Leader for its Madrid-based contact centre to lead a high-performing team and drive exceptional customer service while meeting operational and commercial objectives.

You will coach advisors to identify customer needs and maximise sales opportunities, while ensuring service excellence and productivity. The role is hybrid with an office-based setup in Barcelona, offering ongoing training and development.

Formación

• Excellent verbal and written communication skills in English and Spanish.
• Proven leadership and people management skills.
• Strong coaching and performance management abilities.
• Excellent organisational and time management skills.
• Ability to analyse performance data and make informed decisions.
• Strong problem-solving and decision-making skills.
• Ability to work under pressure and to meet challenging targets.

Responsabilidades

• Lead, motivate and inspire a high-performing team to consistently achieve operational and commercial objectives.
• Drive sales performance by coaching advisors to identify customer needs and maximise sales opportunities while maintaining service excellence.
• Train, coach, mentor and develop team to deliver an excellent quality of service, achieve targets, and meet agreed productivity.
• Effectively manage workforce planning by monitoring attendance, schedule adherence, absenteeism, lateness and staffing requirements to ensure service levels are consistently achieved.
• Support recruitment activities, including interviewing, onboarding and mentoring new employees where required.
• Act as a role model by demonstrating professionalism, integrity and the organisation's values in all interactions.

Conocimientos

Verbal and written communication

Leadership

Coaching

Organisational skills

Data analysis

Problem-solving

Work under pressure

Descripción del empleo

We're Hiring: Team Leader - Contact Centre

Asegúrese de leer la descripción completa a continuación y, si confía en que cumple todos los requisitos,

About the Role

As a Team Leader, you will be leading, motivating, and developing a high-performing team to consistently deliver exceptional customer service while achieving operational, quality, and commercial objectives.

Key Responsibilities

• Lead, motivate and inspire a high-performing team to consistently achieve operational and commercial objectives.
• Drive sales performance by coaching advisors to identify customer needs and maximise sales opportunities while maintaining service excellence.
• Train, coach, mentor and develop team to deliver an excellent quality of service, achieve targets, and meet agreed productivity.
• Effectively manage workforce planning by monitoring attendance, schedule adherence, absenteeism, lateness and staffing requirements to ensure service levels are consistently achieved.
• Support recruitment activities, including interviewing, onboarding and mentoring new employees where required.
• Act as a role model by demonstrating professionalism, integrity and the organisation's values in all interactions.

What We're Looking For

• Excellent verbal and written communication skills in English and Spanish.
• Proven leadership and people management skills.
• Strong coaching and performance management abilities.
• Excellent organisational and time management skills.
• Ability to analyse performance data and make informed decisions.
• Strong problem-solving and decision-making skills.
• Ability to work under pressure and to meet challenging targets.

What We Offer

• Start Date: ASAP.
• Part-Time: 39 hours per week
• Working Hours: Monday to Sunday Rotative schedule between 9AM and 8PM
• Competitive base salary.
• Working Model: Hybrid - 6 days per month in the office.
• Training: Full-Time Training for 1 week.
• Office Based.
• Office Location: Barcelona (Eixample).

Why Join Netzon Group?

Netzon Group is a fast-growing company specializing in digital solutions, AI, and contact center services, helping global brands deliver outstanding customer experiences worldwide.

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Location

Team Leader - Contact Centre Madrid, Spain