Team Lead (Danish + Chinese)

David Kennedy Recruitment is working with a leading customer experience company that is seeking to onboard a Customer Service Team Leader to lead and develop a team of customer and consumer service representatives in Barcelona. Position: Team Lead Location: Barcelona, Spain Model: 100% On-site Employment type: full-time DUTIES AND RESPONSIBILITIES: Lead, support and develop a team of customer and consumer service representatives Foster a collaborative, positive and results-oriented working environment Motivate the team and promote engagement with service objectives Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines Monitor daily team productivity, KPIs, adherence and SLA compliance Analyse team performance metrics to identify improvement opportunities and determine operational priorities Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction Participate in client meetings and communicate relevant information to the team Identify training needs and support the organisation of sessions to reinforce knowledge and best practices Gather team feedback on processes, operational needs and improvement opportunities Support the preparation and follow-up of reports covering performance, incidents and customer feedback Ensure compliance with company policies and applicable project regulations REQUIREMENTS: Native or near-native level of Danish Fluent in English and Chinese Demonstrable previous experience managing customer service teams Experience working with customer service processes, tools and best practices Ability to analyse performance indicators and use data to support decision-making Good knowledge of Microsoft Office and Excel for tracking, analysis and reporting Knowledge of Salesforce or other CRM tools Excellent communication skills and the ability to deliver clear and constructive feedback Strong people management and team motivation skills Ability to manage priorities, make decisions and adapt to change BENEFITS: Excellent remuneration package based on experience, skills and performance Great office location in Barcelona Full paid training about the company and the project you will be working on Career development program and specialized courses Guidance and tools to reach career potential.