Customer Service Senior Team Lead (Full remote within Spain)

The position of Senior Team Leader within our Customer Service (CS) team represents a professional evolution from the Team Leader role. It is designed for individuals who have been key references within the team, demonstrating expertise in their projects and strong leadership potential.

The Senior Team Leader will be responsible for supervising daily operations, guiding team performance, ensuring KPI achievement, and acting as a vital liaison between the team, CS leadership, and other departments. Additionally, the role will focus on identifying and optimising processes, including the integration of AI-based solutions.

Responsibilities

Team Leadership

• Daily Operational Support
• Monitor the performance of the Team Leader group, assign and prioritise tasks, and ensure effective daily operations, including correct service coverage.
• Effectively distribute workloads among Team Leaders, manage workload fluctuations, and inform stakeholders of service performance during critical situations.
• Team Support & Escalations
• Serve as the primary point of contact for theTeam Leads, efficiently addressing questions, concerns, and escalations to higher levels (Senior Team Leaders and Directors, when necessary).
• Foster a harmonious work environment across all levels of operations, driving collaboration, innovation, and excellence.
• Develop team competencies and strengthen their professional growth. 

Performance Management

• Metrics & Results Review
• Conduct weekly, monthly, and quarterly reviews of team performance, product-related issues, staffing projections, and key milestones.
• Identify operational processes that can be improved through detailed analysis and propose innovative solutions, including AI-based tools.
• Evaluate opportunities for improvement in response times, service quality, and overall performance, leading initiatives to implement automation or technology-driven solutions. 
• Collaborate with cross-functional teams to design and execute continuous improvement strategies supported by AI.
• Develop and lead action plans to address global pain points and optimize critical processes, ensuring a positive and sustainable impact.

TL Action Plans

• Initiate and oversee Team Lead action plans as needed, ensuring proper execution and alignment with established procedures.

Cross-Department Collaboration

• Product Team Engagement
• Attend regular meetings with the Product Team and directors to discuss key points and action plans.
• HR Team Collaboration
• Collaborate with HR during regular meetings to ensure process accuracy and provide support in critical situations (e.g., offboarding, probation periods, contract changes, or extensions).
• Attend termination meetings when necessary to ensure successful completion.
• Monitor trial periods, contract changes, and extensions for the team. Guide Team Leads to ensure accurate data is provided, enabling informed decisions and clear conclusions for each case. 
• Additional support
• Closely collaborate with other departments to identify possible support needs for additional tasks in an effective way.

Administrative Responsibilities

• Staffing & Coverage
• Manage Team Leader schedules, including holidays and sick leaves, ensuring appropriate service coverage at all times.
• Escalation Management
• Identify and escalate team needs to the Department Directors (e.g., staffing shortages, technical or operational requirements).
• Reporting
• Analyse and create detailed reports on team performance, key metrics, and areas of improvement.
• Conduct weekly reviews of Average Handle Time (AHT) across projects, collaborating with the Team Leads in their analysis, and presenting actionable recommendations to Directors and Operations Teams.
• Generate specialised reports to address critical issues and meet the evolving needs of the CS department.

Team Collaboration and Department Vision

• Collaborate closely with the Senior Team Lead group to ensure operational excellence. Provide valuable insights on new processes and actively contribute to optimising areas of opportunity within the department.
• Clearly communicate the department's vision to the team, ensuring alignment and steady progress toward shared goals. Drive the achievement of key milestones, supporting department development through every action. 

Requirements

• 8 months to