English speaking – Team Leader

Description

Why join us?
 

Are you enthusiastic about creating memorable experiences? Then come join us at Webhelp and work with energetic people who strive to enjoy every day. 

We are looking for an English-speaking Team Leader to join our exciting projects, with leading brands from tech, finance, travel, fashion, healthcare, and many more industries.


 

What we offer you
 

You will be trained and constantly guided by your managers and your team. You will learn new processes, develop your language and communication skills, as well as work in a digital environment, with some of the most innovative technologies on the market.

What you will learn with us will make you a valuable member of our team or any other team.

 

Your benefits at Webhelp:
 

• Full-time contract: 39 hours/week.
• Monday - Friday from 06:00 PM to 03:00 AM.
• Competitive salary and performance bonus
• Ticket restaurants after trial period.
• Great office location in Barcelona.
• Friends hunting (referral) bonus.
• Full-paid training about the company and the project you will be working on.
• Career development program and specialized courses.
• Opportunities for a career abroad through the Webhelp International Mobility Program. 

What you’ll experience at Webhelp

As a Team Leader in our team, you will:

• Cooperate with TM to fulfill Client’s business account plan.
• Support Advisors by solving queries.
• Identify opportunities for sale leads.
• Take ownership of escalation callbacks.
• Review and improve case handling flow.
• Keep track of case handling with time management.
• Bonus calculation.
• Ticket tool/Service desk management.
   

Quality monitoring

• Own and monitor the performance of the relative team members.
• Provide 4 case/call reviews per advisor per month.
• Follow up on individual Action Plans
• Manage the performance and career development of the team.
• Identify and implement initiatives to drive consumer satisfaction, increase efficiency and boost team productivity.
   

Control SLAs compliance

• Control the queue: encourage Advisors to take cases, manage the timelines on the case handling and follow up appropriately.
• Constantly check the adherence of the agents to their schedules.
   

We’ll be a great match if you:

• Have a native level of English language and advanced Spanish.
• Possess knowledge of Customer Service business: SLA/KPI/CSAT/Productivity etc.
• Come with sales background/experience (preferrable).
• Basic knowledge on sales skills-Upselling and cross-selling.
• Share our values of commitment, unity, integrity, recognition, and WOW.
  
  
  
   

Don’t meet every single requirement?

At Webhelp, we are dedicated to creating a diverse, inclusive, and authentic workplace where everyone can learn and develop themselves professionally. If you feel you don’t check off every qualification in the job description, we encourage you to apply either way. We will do our best to match you with the right job, whether it’s this one or a future role.

Who we are

Webhelp is a people-first company and a global leader in the BPO industry. With more than 100 nationalities, Webhelp Spain is one of the main multilingual centers of the Group. We focus on creating memorable customer experiences and developing business solutions adapted to each company. We enhance the value of the most innovative brands by combining intelligence and emotion to make business more human.

If this sounds like you, join us at Webhelp!

Webhelp is an equal-opportunity employer

Webhelp is committed to equal employment opportunities for all candidates and a work environment free of discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and personal qualifications, without regard to gender identity, age, religion, ethnicity, family or parental status, or any other classification protected by applicable national laws.RRQ23-005902-1-United States