Team Leader - European Language + English - Temporary

  • Barcelona
  • Cpm
Our Client Our client is fully committed to improving the quality of life of our global community by developing household and healthcare products trusted and relied upon by consumers worldwide. Beyond their portfolio of well-known brands, they are also continuously recognized for their top results in sustainability, social responsibility, diversity, and innovation. We are recruiting exceptional customer service representatives to immerse themselves in the brand and deliver first-class service to our consumers. We Care: Passionate about Customer Support, with a drive to achieve and exceed targets to achieve a high-quality level of consumer service. We´re Curious: Proactive approach to problem-solving and a “can do” attitude. We Achieve Together: Strong teamwork ethic, contributing to personal and team targets/SLA while working on personnel targets.   What you’ll be doing?   To support the initial on-boarding of the new staff(s)  To clearly define daily and monthly qualitative and quantitative targets for individuals  To evaluate and proactively manage the performance of individuals and the team against all relevant qualitative measures and ensure that they are aligned with CPM and Client requirements  To assess and review team’s and individual performance, through call assessments to identify key development areas and conduct minimum agreed levels of quality checks for all approved qualitative measurement areas To conduct regular meetings with all direct reports, in line with CPM Contact Centre standards  Ensure that the team is fully briefed on all Campaign objectives To adhere to the quality escalation workflow as defined and highlight any issues as needed To proactively overcome quality issues identified through ongoing coaching and mentoring activities To identify ongoing training and development requirements for all team members and seek support when necessary  Ensure that relevant HR documentation is completed in a timely and accurate manner To have Accountability Reflection - Take time to reflect on your performance regularly  RequirementsWhat skills & experience you’ll bring to us?   A fluent level of English + another European language is a plus Proficient level of English (spoken and written)  Excellent organizational skills with the ability to prioritize and monitor workloads effectively, flexing resources to optimize results as needed.  Good timekeeping.  Must act with fairness and respect to others and show tolerance, acting as a role model to the team.  Being able to provide effective performance feedback.  Coach the team to learn new skills and create development opportunities.  People Management and effective communication skills  Ability to solve a problem and a positive attitude.  Understanding of the Contact Center industry  BenefitsWhat do we offer?   Contract:  Substitution contract (1- month probation period to cover sick-leave) Full-time: (39hours/week)  Working days/Hours: Monday to Friday - 9am - 6 pm Salary:  €21,000 per year Performance Bonus: 300€ a month after the 3 months of employment (Based on KPIs and team performance) Holidays: 24 holidays per calendar year Hybrid model: 3 days working from the office a month for client visits, team events, and training. The rest working from home Training: 3 weeks plus on-the-job training Start date:  ASAP Office Location: Barcelona (La Sagrera) Other benefits: Best-in-class people engagement activities and programs Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment Employee Assistance Program - Free, confidential, and impartial guidance and support Employee Benefits Club - a wide range of exclusive perks and rewards as a valued member of our organisation Option to sign-up for Discounted Private Health Insurance Referral Program - Bring a Friend and get a Referral bonus Access to LinkedIn specialised training & courses Who we are CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide. CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the start of their journey within CPM. #wecare#wearecurious#weachievetogether