TEAM LEADER - ENGLISH SPEAKER (EVENING SHIFT)

Via is on a mission to revolutionise global transportation. By harnessing cutting-edge technology, we’re not just transforming daily commutes but also making a significant impact on reducing humanity’s environmental footprint. With ambitious goals, we’re committed to creating a more sustainable and efficient future for transportation worldwide.
As we continue to expand, we are looking for a Team Leader to join our team! You will work with our Operations team to build and operate our outstanding on-demand services for the USA Market. You can expect a comprehensive introduction to our operations, technology management, and on-demand mobility. You will be part of an emerging team and experience the dynamics of the mobility industry first-hand.
In this role, you'll have the important task of leading, coaching, and developing a highly skilled and motivated team of customer support agents. Your responsibility will be to ensure the delivery of exceptional customer service that surpasses industry standards. Additionally, you will play a vital role in maintaining your team's performance by consistently meeting and exceeding agreed-upon quantitative and qualitative targets. By doing so, you will contribute to achieving the overarching objectives of both our valued clients and the business as a whole.
Tasks
What you’ll be doing?

Develop & Lead an Operational Team of Customer Support agents with a clear focus on Performance Management and Employee development.
Conduct Regular Coaching Sessions & Team Meetings, daily pulse checks and monthly check-ins in line with CPM Contact Centre standards, setting out long- and short-term goals, ensuring team understanding of these targets and that they are fully accountable.
Evaluate & 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.
Adhere to the Quality Escalation Workflow as defined and highlight any issues as needed.
Identify Key Development Areas and conduct minimum agreed levels of quality & performance checks for all agreed qualitative areas of measurement.
Accountable for Managing & Meeting all Operational KPIs and quality standards by monitoring and steering the operation daily to the needs of the project.

Requirements
What skills & experience you’ll bring to us?

Fluent English: You have a fluent level of English, both written and spoken.
Experience: you have a solid background in the customer service area ideally with previous experience as a Team Leader within a contact centre environment.
Customer-First Mindset: You love helping people and solving problems, whether it’s over the phone or by email.
Tech-Savvy: You’re comfortable with MS Office and can pick up new tools quickly.
Excellent Organizational Skills with the ability to prioritise and monitor workloads effectively, flexing resources to optimise results as the needs demand.
Strong Communication, Interpersonal, & Customer Service Skills, with a focus on developing and building strong CPM Client relationships.
Excellent Coaching Skills, with the ability to provide effective performance feedback while keeping the team motivated.
Problem-solving Skills and Positive Outlook.
Eligibility: Be eligible to work in Spain.

Benefits
What do we offer?

Starting date: 3rd of February, 2025.
Contract: Temporary (6 months).
Salary: 21.000€ gross per year +10% monthly performance bonus
Working hours: Full Time (39 hours per week) - rotating schedule Monday - Sunday between 3 pm and 00 am, 5 days/week (rotative weekends, two weekends off per month guaranteed).
Fully Paid Training that optimally prepares you for your job - 1 week from Monday to Friday between 9 am and 6 pm (office-based).
24 holiday days per year on a full-time basis.
Work Model: Hybrid working model.
Location: Barcelona, Spain.

Additional Benefits:

Employee Assistance Program - Free, confidential, and impartial guidance and support.
Option to sign-up for Discounted Private Health Insurance.
Referral Program: Refer a Friend and get a Referral bonus.
Access to specialised LinkedIn training courses.
Employee Benefits Club - a wide range of exclusive perks and rewards as a valued member of our organisation.
Best-in-class people engagement activities and programs.
Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment.

About us!
At CPM, we believe in fostering a culture of care, curiosity, and achieving together. This isn't just a slogan – it's reflected in the incredible opportunities we offer, how we do our work and the way we interact among each other, with customers and clients.
CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.
#WeCare #WeAreCurious #WeAchieveTogether