Spanish-Speaking Team Leader | Customer Experience

Ersilia; Lisboa; Presencial; EUR 22 000 - 34 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Career progression

Management training

Multicultural environment

Benefits and wellbeing

Resumo da oferta

Ersilia is seeking a Spanish-speaking Team Leader to guide a customer service team in a fast-paced BPO environment. You will coach staff, manage day-to-day operations, and drive performance while maintaining service excellence.

You will lead by example, foster a positive culture, and collaborate with cross-functional teams to meet targets and deliver superior customer experiences.

Qualificações

• Fluent Spanish at C1/C2 level.
• Good command of English at B2 level or above.
• Previous experience in a Team Leader, Supervisor, Senior Agent, or similar BPO/Customer Service role.
• Strong leadership, coaching, and people-management skills.
• Good understanding of customer service KPIs and performance management.
• Excellent communication and problem-solving abilities.
• Confident handling escalations and challenging situations.
• Organized, proactive, and comfortable managing multiple priorities.

Responsabilidades

• Lead, motivate, and support a team of Customer Service Representatives.
• Monitor performance against KPIs, quality standards, and service targets.
• Provide regular coaching, feedback, and performance reviews.
• Support agents with escalated or complex customer cases.
• Identify performance gaps and create effective improvement plans.
• Manage daily operations, attendance, scheduling, and workload distribution.
• Communicate updates, procedures, and objectives to the team.
• Work with Operations, Quality, Training to improve results.
• Promote a positive, high-performance team culture.

Conhecimentos

Spanish (C1/C2)

English (B2+)

Leadership

Coaching

People management

CRM systems

Ferramentas

CRM systems

Descrição da oferta de emprego

We're partnering with a leading international customer experience provider to recruit a Spanish-speaking Team Leader for a BPO operation.

This is a great opportunity for an experienced customer service professional ready to take ownership of a team, drive performance, and create a positive working environment. You’ll coach and develop your team while ensuring excellent service, strong results, and consistent achievement of operational targets.

Your Role:

• Lead, motivate, and support a team of Customer Service Representatives
• Monitor individual and team performance against KPIs, quality standards, and service targets
• Provide regular coaching, feedback, and performance reviews
• Support agents with escalated or complex customer cases
• Identify performance gaps and create effective improvement plans
• Manage daily operations, attendance, scheduling, and workload distribution
• Communicate operational updates, procedures, and business objectives to the team
• Work closely with Operations, Quality, Training, and other departments to improve results
• Promote a positive, collaborative, and high-performance team culture

Your Qualifications:

• Fluent Spanish (C1/C2)
• Good command of English (B2 level or above)
• Previous experience in a Team Leader, Supervisor, Senior Agent, or similar BPO/Customer Service role
• Strong leadership, coaching, and people-management skills
• Good understanding of customer service KPIs and performance management
• Excellent communication and problem-solving abilities
• Confident handling escalations and challenging situations
• Organized, proactive, and comfortable managing multiple priorities
• Strong computer skills and experience with CRM or contact centre systems
• Ability to motivate others and lead by example

The Offer:

• Competitive remuneration package
• Stable full-time employment
• Opportunity to lead and develop a customer service team
• Professional onboarding and ongoing management training
• Career progression within an international organization
• Dynamic and multicultural working environment
• Employee benefits and wellbeing initiatives
• Continuous learning and professional development opportunities