Company Description
At MSX International, a North American multinational and leading consultancy in the automotive sector, we have more than 500 experts across Spain and Portugal dedicated to designing and implementing innovative solutions that optimize our clients’ business processes and results.
With over 25 years of industry experience, our multilingual and multicultural Consumer Engagement division operates with a proactive and dynamic mindset. Our diverse team consistently brings fresh ideas, makes informed decisions, and collaborates closely to ensure every client feels valued and fully satisfied with the exceptional service we deliver.
Job Description
Are you passionate about leading teams, fluent in English, and driven by delivering outstanding customer experiences?
We’re looking for a Team Leader to guide a team of Customer Service specialists supporting a prestigious global client. You’ll play a vital role in maintaining service excellence, coaching agents through sensitive inquiries, and driving continuous operational improvement.
Key Responsibilities:
- Lead daily operations, ensuring smooth workflows and high service standards.
- Support agents in resolving complex customer cases with fairness, empathy, and policy alignment.
- Act as the primary point of contact for team-related issues and escalations.
- Collaborate with training and quality teams to ensure agents are well-prepared and performance goals are met.
- Monitor KPIs, provide coaching, and foster continuous improvement.
- Manage schedules, attendance, and task assignments to maintain coverage and productivity.
- Liaise with internal stakeholders (Legal, Operations, Product) to support case resolution.
- Identify recurring issues and propose process enhancements.
- Maintain structured documentation in case management systems.
- Communicate updates, goals, and feedback between the team and leadership.
