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About the role
Key responsibilities & impact- Leading, supporting, and motivating your multi-site team in the daily Customer Care operation
- Monitoring and reporting of individual KPIs on a daily, weekly, and monthly basis
- Planning, scheduling, and prioritizing team resources in collaboration with other Team Leaders, the Customer Care Manager, and the Workforce Manager.
- Taking an active role in ensuring aligned ways of working across the EasyPark footprint
- Dedicating time to the individual development of each team member using a coaching approach
- Recruiting new team members when necessary
Requirements
What you’ll need- At least 2 years of leadership experience with full people management responsibilities or demonstrated leadership competencies.
- A proven track record of delivering consistently good results on Customer Care KPIs, such as customer satisfaction, efficiency, and employee engagement, as well as more quantitative KPIs like answering ratios for calls and response times for emails
- Contact center experience (Phone and Email, Chat considered a plus)
- Excellent spoken and written skills in Spanish and English are required.
- A university degree in business administration or similar is considered a plus.
Benefits
Comp & perks- Health insurance
- Professional development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
KPI monitoringcustomer satisfactionefficiency metricsemployee engagement metricscontact center operationscall answering ratiosemail response times
Soft Skills
leadershipteam motivationcoachingplanningschedulingprioritizationcommunication
Certifications
university degree in business administration