Team Leader (English - speaking) - On-site BM01

Job description

Job Title: Team Leader (English - speaking) - On-site BM01 Job Description 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 Team Leader in Barcelona (on-site), you will be part of our team of game-changers who are powering the brands of the future by delivering exceptional customer experiences. Career growth and personal development 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. What you will do in this role Lead and coordinate the day-to-day operations of a Customer Service team, ensuring excellent service across phone, email, and chat while maintaining optimal coverage and response times. Act as the first point of escalation for complex, sensitive, or high-value customer cases, ensuring timely and effective resolution. Monitor individual and team performance using key performance indicators such as response times, resolution rates, and customer satisfaction, providing regular coaching and constructive feedback. Conduct quality reviews, identify performance trends, and work with management to implement action plans that drive continuous improvement. Support the onboarding and development of new team members by delivering training, sharing best practices, and fostering a culture of continuous learning. Collaborate with cross-functional teams to communicate customer insights, identify recurring issues, and contribute to improving processes, tools, and knowledge resources. Ensure operational procedures and quality standards are consistently followed while promoting service excellence and accountability across the team. Concentrix is a great match if you: Are proficient or bilingual in English Have 3–5 years of experience in customer service, including at least 1–2 years in a Team Leader, Senior Agent, Mentor, or supervisory role. Have previous experience in a B2B customer service environment (preferred). Have experience in the technology or e-commerce industry (considered a plus). Demonstrate excellent leadership, coaching, and people management skills. Are highly organized and able to prioritize tasks in a fast-paced environment. Have strong analytical and problem-solving skills, with the confidence to manage complex customer situations. Are proficient in customer service platforms such as Zendesk, Gorgias, or similar CRM tools, and are comfortable using reporting dashboards and Microsoft Office applications. What's in it for you You will join us on a stable, full-time 39-hour weekly contract. Competitive salary of €25.376 gross/year, plus up to €3,000 gross/year in bonus + private medical insurance Great office location in Barcelona. Friends hunting (referral) bonus. Full paid training about the company and the project you will be working on. Career development program and specialized courses. Opportunity to work in a collaborative, multicultural, and fast-growing environment. Experience the best version of you! At Concentrix, we invest in our game-changers because we know that when our people thrive, our clients and their customers thrive. If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their "employer of choice." 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. R1749640 Location: ESP Barcelona - C/ de la Selva de Mar, 129 Language Requirements: English (Required), French (Required) Time Type: Full time