7713796 Customer Care Team Leader Iberia

<p><strong>We’ve signed up to an ambitious journey. Join us!</strong></p><p><em>As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.</em></p><p></p><p><strong>The Role</strong></p><p><span>As Customer Care Team Leader at EasyPark, you are responsible for developing and continuously managing a team of Customer Care Representatives, Professionals, and Experts focusing on the onboarding and support of EasyPark customers in channels such as Phone, Email, Chat, and Social Media.</span></p><p><span>You will work closely with the Customer Care Manager and other Customer Care Team Leaders to continuously improve the work of the Customer Care function operating in a fast-paced, fast-growing, ever-changing business environment.</span></p><p><span>You will have full people management responsibility and report to the Customer Care Manager for EasyPark South Europe. This position will be based in Madrid, Spain.</span></p><p><strong>How to make an impact</strong></p><ul><li><p><span>Leading, supporting, and motivating your multi-site team in the daily Customer Care operation</span></p></li><li><p><span>Monitoring and reporting of individual KPIs on a daily, weekly, and monthly basis</span></p></li><li><p><span>Planning, scheduling, and prioritizing team resources in collaboration with other Team Leaders, the Customer Care Manager, and the Workforce Manager.</span></p></li><li><p><span>Taking an active role in ensuring aligned ways of working across the EasyPark footprint</span></p></li><li><p><span>Dedicating time to the individual development of each team member using a coaching approach</span></p></li><li><p><span>Recruiting new team members when necessary</span></p></li></ul><p><strong>About you</strong></p><p><span>We think that to thrive in this role, you might recognize yourself in the following:</span></p><p><span>In order to thrive in this dynamic role, you are a naturally collaborative person with great communication and people skills. You like problem-solving, and getting things done, and you enjoy watching people grow and being there and supporting them along the way. You are easily self-motivated, have great patience, and can deal with pressing situations when they arise. You will have a lot of freedom around how to do things and how to work with your team. In an open-minded way, you collaborate closely with the Customer Care Manager and your Team Leader colleagues to develop a Customer Care function that provides a state-of-the-art premium service experience to our customers.</span></p><p><strong>Your background</strong></p><ul><li><p><span>At least 2 years of leadership experience with full people management responsibilities or demonstrated leadership competencies.</span></p></li><li><p><span>A proven track record of delivering consistently good results on Customer Care KPIs, such as customer satisfaction, efficiency, and employee engagement, as well as more quantitative KPIs like answering ratios for calls and response times for emails</span></p></li><li><p><span>Contact center experience (Phone and Email, Chat considered a plus)</span></p></li><li><p><span>Excellent spoken and written skills in Spanish and English are required.</span></p></li><li><p><span>A university degree in business administration or similar is considered a plus.</span></p></li></ul><p>This role is based in Madrid.</p>