Job description


Customer Service Team Leader with English

Location: Madrid

Department: Native Speakers


HomeAway, company leader in the travel industry


As a Team Leader you will direct daily activities of the call center, providing coaching and training to a team of 10-15 Customer Service Representatives, handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels will be critical success criteria for this role.

This vacancy is Full time permanent position of 40 hours, from 8-17h or 13h to 22h, from Monday to Sunday with 2 days off.

Your main responsibilities will be:

-Point of contact for CSR’s to provide coaching and mentoring support
-Working with Line Manager support individual improvement plans with CSR, providing side-by-side coaching support and monitor progress when required
-Flag behavioural performance to Line Manager which is impacting Customer Experience
-Act as an information source for agents’ questions pertaining to process, policy and work schedules whilst reviewing, organising and delegating daily tasks for team
-Daily DSAT Analysis flagging key focus areas to Line Manager
-Liaise with Learning and Development to identify training needs and support new hires
-Reporting to Madrid CS Supervisor with a dotted line to the UK Quality Process Lead
-Call calibration with UK Quality Process Lead to ensure alignment across all UK teams
-Inspire and motivate agents; lead by example, encourage good team morale


We are looking for a candidate with the following characteristics:


-Associate Degree


-1 year of experience (preferably in Call/Contact Center)
-Experience of conducting quality monitoring and providing coaching feedback to agents
-Previous experience of deputising in Managers absence

Technical Skills

-Native English
-Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, etc.) are required. (Intermediate level)

Soft skills

-Demonstrate attention to detail and ability to interpret information making sound recommendations from analysis
-Exemplary coaching and mentoring skills, ability to inspire and support people
-Ability to build effective relationships with all level of professions
-Ability to conduct appropriate performance management coaching


-Attractive salary
-Social benefits
-Full permanent positon
-International environment


Sonia Carro
(+34) 91 590 04 31 (ext. 117)


Sonia Carro
(+34) 91 590 04 31 (ext. 117)

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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