Senior Manager enhancing customer support operations for Local Government in Australia. Collaborating with various teams to boost service reliability and quality.
About the role
- Team Leader at CPM CX providing first-class service in customer support for a global leader in hygiene and nutrition. Overseeing team onboarding, performance management, and client insights reporting.
Responsibilities
- Support the initial onboarding of the new employees.
- Clearly define daily and monthly qualitative and quantitative targets for individuals and ensure team understanding of these targets and that they are fully accountable.
- Assess and review team and individual performance through quality assessments to identify key development areas.
- Regular team and individual meetings with all direct reports in line with CPM Contact Centre standards and ensuring Monthly My Performance Check-ins are complete and documented.
- Ensure that the team is up to date on all campaign objectives.
- Manage the productivity and performance of the team in line with client expectations.
- Provide insights back to the client around trends in contact types and issues impacting CSAT.
Requirements
- High level of English both in spoken and written & fluency in a second EU Language (Italian, Greek or Hebrew is ideal).
- Proven experience as a Team Leader in a customer service project is preferred.
- Strong understanding of customer service principles and best practices.
- Excellent communication and interpersonal skills.
- Ability to motivate a team and foster a positive working environment.
- Previous experience working in an FMGC or Healthcare campaign/role is preferred.
- Results-driven with a strong focus on achieving targets.
- Experience with data analysis and reporting.
- Proficiency in MS Office and experience with CRM systems.
Benefits
- Start Date: January 2026.
- Hours: 39 hours/week.
- Work Schedule: Monday to Friday from 9:00 am to 6:00 pm.
- Salary: €23,000 gross per year.
- Holidays: 24 working holidays.
- Work Model: Hybrid (6 days per month at the office).
- Training: 2 weeks of training in your normal working schedule.
- Office Location: Barcelona (La Sagrera).
- Career Growth: Ongoing training and development.
- Well-being Support: Confidential counselling and resources.
- Perks & Discounts: Exclusive offers and rewards.
- Health Benefits: Discounted health insurance.
- Skill Development: LinkedIn learning and certifications.
- Referral Program: Bring a friend and get a referral bonus.
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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