Team Leader - English Speaker Evening Shift Hybrid

Via is on a mission to revolutionise global transportation. By harnessing cuttingedge technology were not just transforming daily commutes but also making a significant impact on reducing humanitys environmental footprint. With ambitious goals were committed to creating a more sustainable and efficient future for transportation worldwide.

As we continue to expand we are looking for a Team Leader to join our team! You will work with our Operations team to build and operate our outstanding ondemand services for the USA Market. You can expect a comprehensive introduction to our operations technology management and ondemand mobility. You will be part of an emerging team and experience the dynamics of the mobility industry firsthand.

In this role youll have the important task of leading coaching and developing a highly skilled and motivated team of customer support agents. Your responsibility will be to ensure the delivery of exceptional customer service that surpasses industry standards. Additionally you will play a vital role in maintaining your teams performance by consistently meeting and exceeding agreedupon quantitative and qualitative targets. By doing so you will contribute to achieving the overarching objectives of both our valued clients and the business as a whole.

Tasks

What youll be doing

• Develop & Lead an Operational Team of Customer Support agents with a clear focus on Performance Management and Employee development.
• Conduct Regular Coaching Sessions & Team Meetings daily pulse checks and monthly checkins in line with CPM Contact Centre standards setting out long and shortterm goals ensuring team understanding of these targets and that they are fully accountable.
• Evaluate & 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.
• Adhere to the Quality Escalation Workflow as defined and highlight any issues as needed.
• Identify Key Development Areas and conduct minimum agreed levels of quality & performance checks for all agreed qualitative areas of measurement.
• Accountable for Managing & Meeting all Operational KPIs and quality standards by monitoring and steering the operation daily to the needs of the project.

Requirements

What skills & experience youll bring to us

• Fluent English: You have a fluent level of English both written and spoken.
• Experience: you have a solid background in the customer service area ideally with previous experience as a Team Leader within a contact centre environment.
• CustomerFirst Mindset: You love helping people and solving problems whether its over the phone or by email.
• TechSavvy: Youre comfortable with MS Office and can pick up new tools quickly.
• Excellent Organizational Skills with the ability to prioritise and monitor workloads effectively flexing resources to optimise results as the needs demand.
• Strong Communication Interpersonal & Customer Service Skills with a focus on developing and building strong CPM Client relationships.
• Excellent Coaching Skills with the ability to provide effective performance feedback while keeping the team motivated.
• Problemsolving Skills and Positive Outlook.
• Eligibility: Be eligible to work in Spain.

Benefits

What do we offer

• Starting date: February 2025.
• Contract: Temporary (6 months).
• Salary: 21.000 gross per year 10% monthly performance bonus.
• Working hours: Full Time (39 hours per week) rotating schedule Monday Sunday between 3 pm and 00 am 5 days/week (rotative weekends two weekends off per month guaranteed).
• Fully Paid Training that optimally prepares you for your job 1 week from Monday to Friday between 9 am and 6 pm (officebased).
• 24 holiday days per year on a fulltime basis.
• Work Model: Hybrid working model.
• Location: Barcelona Spain.

Additional Benefits:

• Employee Assistance Program Free confidential and impartial guidance and support.
• Option to signup for Discounted Private Health Insurance.
• Referral Program: Refer a Friend and get a Referral bonus.
• Access to specialised LinkedIn training courses.
• Employee Benefits Club a wide range of exclusive perks and rewards as a valued member of our organisation.
• Bestinclass people engagement activities and programs.
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a highgrowth environment.

About us!

At CPM we believe in fostering a culture of care curiosity and achieving together. This isnt just a slogan its reflected in the incredible opportunities we offer how we do our work and the way we interact among each other with customers and clients.

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 very start of their journey within CPM.

#WeCare #WeAreCurious #WeAchieveTogether