We are searching for an experienced team leader to join our Withings team!

Withings is a premium developer of digital health and wellness smart devices and focuses on delivering a premium level of customer experience to their customers.

Combining the latest technology with Health matters, Withing designs, manufactures, and distributes a range of products that empower people to make the right decisions for their health. Key features such as the ability to measure the heart rate of someone using their smart fitness watch are a perfect example of the blend of health and technology.

You will lead, coach, and develop a team of customer service representatives. The team leader ensures the delivery of world-class customer service. You will maintain your team’s performance against agreed quantitative and qualitative targets, to meet Client and Business objectives.

What will you be doing❓

• To support the initial onboarding of the new staff(s)
• To clearly define daily and monthly qualitative and quantitative targets for individuals and ensure team understanding and that they are fully accountable.
• To evaluate and proactively manage the performance of individuals and the team against all relevant qualitative measures and ensure that they are aligned with CPM and Client requirements
• To assess and review team’s and individual performance, through call assessments to identify key development areas and conduct minimum agreed levels of quality checks for all approved qualitative measurement areas.
• To conduct regular team and individual meetings with all direct reports in line with CPM Contact Centre standards
• Ensure that the team is fully briefed on all Campaign objectives.
• To adhere to the quality escalation workflow as defined and highlight any issues as needed.
• To proactively overcome quality issues identified through ongoing coaching and mentoring activities.
• To identify ongoing training and development requirements for all team members and seeks support when necessary.
• To undertake any other task that is deemed to be a reasonable business request by the line manager.
• Ensure that relevant HR documentation is completed in a timely and accurate manner.
• To have Accountability Reflection - Take time to reflect on your own performance on a regular basis.

Requirements

What are we looking for?

• Fluent level of German (both spoken and written)
• You will have a proficient level of English, both spoken and written, to communicate with our international team.
• Excellent organizational skills with the ability to prioritize and monitor workloads effectively, flexing resources to optimize results as the needs demand.
• Good timekeeping, always acting in a professional manner, and being a role model to your team.
• Must act with fairness and respect to others and shows tolerance.
• Being able to provide effective performance feedback.
• Coach the team to learn new skills and create opportunities for development.
• People Management and effective communication skills
• Ability to solve a problem and a positive attitude.
• Understanding of the contact center industry

Benefits

What do we offer? 💡

• Full-time contract (39 hours per week), working Monday to Friday (9 am - 6.30 pm)
• Salary: €27,000
• Professional training that optimally prepares you for your job
• Hybrid model, Office/WFH
• Start Date: March 2023
• Location: Barcelona, Spain

If you want to know more, we are ready to meet you…….

Who we are

At CPM, we create and deliver insight into sales, marketing, and customer experience strategies, wherever and whenever our clients, customers, and shoppers can be influenced.

Today, CPM leads a diverse and inclusive working environment employing over 3000 people, delivering high-end customer experience solutions across 71 markets in over 26 different languages

What we are about We’re People People

We understand what makes people tick. We also know that talented people, expertly trained and happy at work, do brilliant work for our clients daily.

CPM International does not discriminate based on race, creed, colour, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, or marital status.