BOOKING CONVERSION TEAM LEADER

We are Impress. We believe everyone deserves a smile they’ll love.We are the largest chain of ortho clinics with fully digital processes. We have revolutionized the invisible orthodontic sector with the best team of professionals specialized in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases.We are looking for an enthusiastic Booking Conversion Team Leader who will be an important part of a hard-working, fast-growing team. This is your opportunity to experience a #1 health-tech scale-up where both your work and your results are highly tangible and matter to the business.What we offer:Internacional team! You will work with people from all over the World, at our Barcelona headquarter in the Eixample district (Barcelona). 🌍Attractive compensation (fixed+variable compensation). 💰Real growth opportunities. 📈Flexible schedule (40h/week). 😊On Friday you can come along with your pet. 🐶Teeth aligner and whitening team benefits. 👨‍⚕️We are an inclusive company. 🌈Fresh fruit, coffee & snacks every morning. ☕Responsibilities: Lead booking conversion assigned market/s.Ensure the highest standard of customer care is delivered and maintained in all aspects of the booking conversion function, including (but not limited to): inbound and outbound call management, complaints, appeals, and grievances processes.Create team schedules that match needs for customer bookings and issues.Drive a culture of team excellence, ensuring that the booking conversion team is fully informed, trained, and supported in exceeding expectations.Create up-to-date training materials with clear processes and procedures.Measure customer satisfaction and design improvement mechanisms as required.Always ensure world-class NPS.Ensure call volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of all KPIs.Analyze statistical service data with QA to review metrics and quality results, establish goals/targets, and focus on areas of opportunity and development.Handle escalations of customers and patients.Supervise that the standard of the patient care department is delivered and maintained in all aspects of the Customer/Patient Care Service function, including (but not limited to): inbound and and outbound call management, complaints, appeals, grievances processes, etcThis position will be responsible for coaching, developing, performance, and up-skill training. Participate in the hiring or termination of staff if requiredRequirements+1 year of experience leading a team in a similar position within Customer Service working in an international environment.Must-have: bilingual level: Spanish+ EnglishYou are recognized for your team spirit, your interpersonal and writing skillsA proactive attitude and inclusive behaviour.The position is 100% on-site, we're looking for someone who's based in Barcelona (or nearby to the city). At Impress we cultivate a culture of inclusion and diversity. We celebrate our employees' individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, color, religion, gender identity, sexual orientation, age, national origin, disability, or any other factor.Our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better results.