Job description


Operations Team Leader w/ Native Level of English

Location: Barcelona

Department: Native Speakers


Our client is an established start-up experiencing incredible growth, which provides a fast-paced and ever-changing working environment.


The Operations Team Leader will lead two teams, the first being our Customer Care team providing exemplary customer satisfaction and partner support, ensuring best practice is implemented throughout the team. The second is our Data Entry team, mainly responsible for setting up listings, loading and updating menus and creating special offers for our partners.

Reporting directly to the Operations Manager, the Team Leader will be:

-Provide effective leadership and management to the teams, ensuring that all key
performance and development targets are met via performance monitoring, feedback and coaching, training, 1:1 meetings and motivation
-Supervising/leading allocation of tasks within the team on a daily basis and ensuring all process and procedures are followed accurately in all areas; telephony, live chat and email.
-Manage team/individual attendance and conduct return to work interviews/disciplinaries when required, as well as creating and updating rotas and approving holiday requests
-Monitor all channels of communication by ensuring both teams are following process and provide feedback on areas they or we can develop
-Dealing with any escalations that cannot be dealt with by the team, ensuring you teach the team how they can do this effectively, promoting a first call resolution
-Assist the Operations Managers by taking part in the recruitment process, which involves telephone interviews, face to face interviews and assessments
-Implement and follow processes and procedures, continually looking for improvements by analysing data and trends
-Encourage team motivation, drive and promote a happy working environment
-Liaise with all departments to ensure processes run smoothly, act as an interface for your teams
-Undertake any adhoc projects and step in for Supply Operations Manager in their absence


-Relationship development experience
-Be highly organised
-Strong communication and presentation skills
-Comfortable and confident with technology
-Willingness to work to targets and good understanding of KPI’s/SLA’s
-Experience in Rota production Reporting
-Sound commercial sense and highly numerate, with good analytical skills
-Excellent MS Office skills, especially MS Excel
-Strong academic background with excellent written and verbal communication skills
-Thorough and meticulous with attention to detail
-Performance measure and management skills
-Quality monitoring experience/Social Media/Copyright

Soft skills
-Proactive team player and leads by example
-Self motivated, uses initiative and problem solver
-Work to tight deadlines with a can do attitude
-Willingness to go beyond the call of duty to get the job done


-Competitive Salary
-Permanent Contract
-Working Hours M-F from 9 to 18
-International Work Environment


Stefania Franklin
+442034681423 (ext. 150)


Stefania Franklin
+442034681423 (ext. 150)

Talent Search People is an international recruitment agency based in Barcelona, Madrid and Lisbon. We provide highly specialised recruitment services within our four areas of expertise: Sales & Marketing, IT & E-Commerce, Native Speakers and Finance & Administration.

Placement agency Nº 9900000357
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