Contact Center Team Leader

At MSX International, a North American multinational and leading consultancy for the automotive industry, we have over 500 experts in Spain and Portugal dedicated to developing and implementing innovative solutions that enhance our clients' business processes and outcomes.

With more than 25 years of industry experience, our multilingual and multicultural Contact Center operates with a proactive and dynamic approach. Our diverse team consistently contributes ideas, makes informed decisions, and collaborates to ensure each client feels unique and fully satisfied with our exceptional service.

Today, our team comprises over 170 professionals, and thanks to our commitment to excellence, we continue to grow.

Do you thrive in dynamic environments, speak English fluently, and have a passion for leading high-performing teams?

Take the lead as our Contact Center Team Leader and help us shape exceptional customer experiences in the automotive industry!

Your daily tasks will include:

• Oversee the daily operations of the contact center team, ensuring smooth and efficient workflows.
• Support and guide team members to meet performance targets and deliver outstanding customer service.
• Act as the first point of contact for team-related issues.
• Collaborate with training and quality teams to ensure agents are well-prepared and performance standards are met.
• Track individual and team KPIs, providing feedback and coaching to drive continuous improvement.
• Organize shift schedules, manage attendance, and assign tasks to maintain optimal coverage and productivity.
• Handle customer escalations and assist agents in resolving complex inquiries professionally.
• Communicate updates, goals, and feedback between the team and management to ensure alignment and transparency.

We are looking for you if:

• Proficient in English at C1 level.
• Full-time availability.
• Based in our Barcelona office in a 50% hybrid position, with an initial on-site adaptation period (Carrer de la Constitució, 2, Sant Just Desvern, 08960 Barcelona).
• Proven experience in contact center operations, ideally in a supervisory or team lead capacity.
• Strong leadership and people management skills, with the ability to guide and motivate teams independently.
• Excellent communication abilities, both with team members and external stakeholders.
• Solid understanding of contact center KPIs and performance metrics, with a track record of driving improvements.
• Highly organized, with a proactive and results-oriented mindset focused on delivering consistent service quality.
• Comfortable working in a fast-paced, customer-focused environment, with strong problem-solving skills.

What we offer:

• Permanent position with an indefinite contract from the beginning.
• Salary: €27K gross annual salary.
• Telecommuting policy of up to 50% of the monthly working hours after the adaptation period.
• Be part of a great team of professionals in an internationally consolidated company.
• Gain a global vision of the automotive sector by interacting with clients, suppliers, consultants, and dealerships.
• MSX Bazaar: Collective purchasing portal with great discounts for employees.
• Possibility to join the Flexible Compensation Plan (medical insurance, transport card, meal card, training...).
• 23 working days of vacation per year, as stipulated by the collective agreement.
• Additional incentives for employee referral programs, internal trainers, new business opportunities, etc.

Do you think you're the ideal person for this position? We want to meet you! Apply now, and we'll review your application.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.