Team Lead Contact Center

Your Responsibilities Team Leadership and CoachingSupervise a team of Contact Center Agents, providing daily support and guidance.Provide ongoing constructive feedback, coaching, and training to improve individual and team performance.Conduct regular one-on-one coaching sessions and team meetings.Employee Engagement: Foster a positive work environment, promoting teamwork, and addressing any concerns to maintain high levels of employee engagement.Employee Development: identify individual development opportunities and provide support and resources for helping team members accomplish their personal and professional goals.Goal Setting and Performance Reviews: Establish clear performance expectations and conduct regular performance reviews.Operational ManagementOversee daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met.Manage workforce scheduling, attendance, and adherence to shift patterns.Ensure consistent and timely handling of customer inquiries across all communication channels (phone / email).Identify trends or recurring issues and escalate them appropriately.Quality and PerformanceCall Quality Monitoring: Regularly monitor calls to ensure that company policies, procedures, and compliance standards are adhered to. Provides regular coaching to improve performance.Productivity Management: Ensures that great customer issues resolution is delivered in alignment with strong efficiency. Identifies ways to improve efficiency of the immediate team and broader organization.Analyze performance metrics that help you steer your team.Support hiring, onboarding and training of new team members.Collaboration and CommunicationWork closely with other teams (e.g., Quality, Training, Product, Process- and Solutions management) to resolve issues and improve the customer experience.Act as a liaison between frontline agents and management, ensuring effective communication in both directions.Participate in cross-functional projects to optimize contact center tools and processes. Your Profile 3+ years of experience in a contact center or customer service environment.2+ year of experience in a supervisory or team lead role.Strong leadership, coaching, and conflict-resolution skills.Excellent communication in Spanish and English (verbal & written), as well as interpersonal abilities.Data-driven mindset with experience interpreting performance metrics.Proficiency with contact center technologies (CRM systems, telephony, chat tools, etc.).Ability to work in a fast-paced, high-volume environment.A growth mindset.Nice to haveExperience in the financial industry.Knowledge of workforce management and quality assurance processes.Multilingual capabilities are a plus. Join our mission, join our team - and grow with us At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities.As part of our team, you will benefit from:Employee Development Budget of €2,000 and four full training days per year.Access to Babbel for continuous language learning.Flexible working hours, home office and 30 vacation days.A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month. Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.You are moving from another country or city to join us? We may support your relocation.