CPM International

Customer Service Team Leader, English, EU Language

CPM International

full-time

Posted on:

Location Type: Hybrid

Location: Barcelona • 🇪🇸 Spain

Visit company website
✨ AI Apply
Apply

Salary

💰 €23,000 per year

Job Level

Senior

About the role

  • Support the initial onboarding of the new employees.
  • Clearly define daily and monthly qualitative and quantitative targets for individuals and ensure team understanding of these targets and that they are fully accountable.
  • Assess and review team and individual performance through quality assessments to identify key development areas.
  • Regular team and individual meetings with all direct reports in line with CPM Contact Centre standards and ensuring Monthly My Performance Check-ins are complete and documented.
  • Ensure that the team is up to date on all campaign objectives.
  • Manage the productivity and performance of the team in line with client expectations.
  • Provide insights back to the client around trends in contact types and issues impacting CSAT.

Requirements

  • High level of English both in spoken and written & fluency in a second EU Language (Italian, Greek or Hebrew is ideal).
  • Proven experience as a Team Leader in a customer service project is preferred.
  • Strong understanding of customer service principles and best practices.
  • Excellent communication and interpersonal skills.
  • Ability to motivate a team and foster a positive working environment.
  • Previous experience working in an FMGC or Healthcare campaign/role is preferred.
  • Results-driven with a strong focus on achieving targets.
  • Experience with data analysis and reporting.
  • Proficiency in MS Office and experience with CRM systems.
Benefits
  • Start Date: January 2026.
  • Hours: 39 hours/week.
  • Work Schedule: Monday to Friday from 9:00 am to 6:00 pm.
  • Salary: €23,000 gross per year.
  • Holidays: 24 working holidays.
  • Work Model: Hybrid (6 days per month at the office).
  • Training: 2 weeks of training in your normal working schedule.
  • Office Location: Barcelona (La Sagrera).
  • Career Growth: Ongoing training and development.
  • Well-being Support: Confidential counselling and resources.
  • Perks & Discounts: Exclusive offers and rewards.
  • Health Benefits: Discounted health insurance.
  • Skill Development: LinkedIn learning and certifications.
  • Referral Program: Bring a friend and get a referral bonus.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisreportingcustomer service principlescustomer service best practices
Soft skills
communication skillsinterpersonal skillsteam motivationpositive working environmentresults-drivenaccountability