Team Lead Contact Center

As a Team Lead Contact Center for the Spanish market, you will play a key role in ensuring the efficiency and quality of our customer service operations. You'll lead, coach, and motivate a team of Spanish speaking Contact Center Agents to deliver outstanding customer experiences, meet performance goals, and uphold company values. This role requires a balance of operational oversight and people management.

Team Leadership and Coaching

• Supervise 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 Management

• Oversee 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 Performance

• Call 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 Communication

• Work 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.

• 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 have

• Experience in the financial industry.
• Knowledge of workforce management and quality assurance processes.
• Multilingual capabilities are a plus.

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.

Raisin is the trailblazer in the savings and investment space. Founded in 2012, the fintech company started by opening the $95+ trillion deposits and investments market of the European Union, the United Kingdom and the United States to consumers.

Today, Raisin serves more than one million customers in these three markets, offering savings products as well as investment and pension products. This makes the Berlin-based fintech one of the leading global savings and investments marketplaces. Savers get a wider choice of attractive products with the ability to move their money freely. In addition, financial service providers get best-in-class marketplace solutions for their customers, and banks get better access to retail funding.

Raisin operates its own B2C marketplaces in Europe and the U.S. In Germany, the company offers ETF-based investment and retirement products in addition to savings products. Raisin works with over 400 banks and financial service providers from over 30 countries

We are backed by renowned international investors such as b2venture, Deutsche Bank, Goldman Sachs, Greycroft, Headline, Index Ventures, Latitude Ventures, Orange Ventures, PayPal Ventures, Top Tier Capital Partners, Ribbit Capital, Vitruvian Partners and M&G.

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.

In total, we have 8 offices across the world: Berlin, Frankfurt, Hamburg, Madrid, Manchester, Munich, New York and Salt Lake City.

We also think it's important to take the time to celebrate our hard work and achievements together, with events like our yearly summer and winter party, as well as a couple of smaller get-togethers.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.