Working Team Leader (English-speaking) - On-site WE01

Concentrix; Bellprat; Presencial; EUR 22.000 - 26.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Referral bonus

On-site Barcelona office

Fully paid training

Career development program

Specialized courses

Descripción de la vacante

Concentrix in Barcelona (on-site) is seeking a Working Team Leader for our EU Customer Experience team. You will lead a group of agents, drive service excellence, and coordinate with cross-functional teams to deliver high-quality support.

You will manage performance, coach new hires, and ensure SLA adherence while fostering a collaborative, enthusiastic environment. Fluency in English and Spanish and prior team leadership in customer service are essential.

Formación

• Experience in customer service with team leadership.
• Fluency in English and Spanish.
• Strong communication and interpersonal skills; team player.

Responsabilidades

• Oversee day-to-day team activities and performance.
• Manage customer inquiries via email and chat.
• Ensure adherence to contractual SLAs and processes.
• Collaborate with cross-functional teams (sales, finance, admin).
• Provide coaching and feedback to agents.

Conocimientos

Team leadership

Customer service

English

Spanish

Herramientas

Zendesk

Descripción del empleo

Experience the power of a game-changing career

Want to be part of an innovative and growing team? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

If you’re looking to grow and be inspired, as a Working Team Leader in Barcelona (on-site), you will be part of our team of game-changers. This is a great opportunity to experience the power of what’s next and develop “friends for life” at the same time. We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed.

The opportunity

We are hiring a Working Team Leader agent for our EU market to our international Customer Experience team based in Barcelona!

Your impact

Reporting to the Manager of Customer Experience EU, you will ensure a top-quality service to our customers in Europe and contribute to the company’s success.

Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction.

Manage customers' communications and reply to the requests by email and chat.

Provide accurate, valid and complete information by using the right methods/tools, as well as communication procedures, guidelines and policies.

Take care of customer complaints, provide appropriate solutions and alternatives, follow up to ensure resolution.

Build sustainable relationships and trust with customers through empathy and open and interactive communication.

Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, take care of the databases.

Monitor and report on customer service performance, and any recurring issues that require attention so we can continue to provide exceptional customer service.

Identify and feedback on potential functions that will improve customer service, throughout a customer's lifetime.

Ensure contractual SLA is maintained

Provide cover for other Agents in their absence, either within the same team or across teams

Proactively identify issues before arising

Achieve personal/ team targets.

Support Advisors by solving queries

Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...).

Take the extra mile to engage customers!

Staff Management

Monitor and report team performance

Give newly hired agents feedback on their individual performance to improve and motivate their daily work

Keep track of each newly hired agent’s training and training needs to improve technical and phone communication’s skills

Motivate as a team leader controlling turnover and retaining potential and motivated team members

Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)

Make sure processes and procedures are up to date

Offer support in critical problems (escalations, emergencies, agents, and customers complaints).

Perform other tasks/duties as assigned by management depending on service needs

Propose changes in bonuses / reporting to management

Back‑up Program managers fulfilling corresponding tasks during vacation or absence periods

Reporting

Report productivity metrics to the team and management

High level of English and Spanish.

Previous experience in customer service, team leader.

A true team player who loves working towards both team and individual goals.

A strong communicator both written and verbal with great interpersonal skill.

You are detail‑oriented and you genuinely care about offering a top quality service.

You are able to be flexible, resourceful and to multi‑task while establishing priorities and providing solutions.

You have a positive attitude, you are proactive and dynamic.

Previous experience with Zendesk would be a plus.

What’s in it for you

- You will join us on a stable, full‑time 39‑hour weekly contract.

- Working hours: Monday‑Sunday, 9:00 - 20:00 (rotative of days and hours: weekdays from 11:00 to 20:00, weekends from 9:00 to 18:00)

- Salary 22.395 euros gross/year + up to 2.400 euros gross/year in bonus

- Great office location in Barcelona – on‑site work model

- Friends hunting (referral) bonus

- Full paid training about the company and the project you will be working on

- Career development program and specialized courses

Experience the best version of you!

At Concentrix, we invest in our game‑chasers because we know that when our people thrive, our clients and their customers thrive.

Concentrix is an equal opportunity employer.

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.