Roadside Assistance Team Leader

Description

Job Summary: RACC is seeking a Team Leader to lead and guide teams within the roadside assistance department, ensuring team development, productivity, and excellent customer service through close, motivating leadership. Key Highlights: 1. Leadership and team development in roadside assistance 2. Real-time operational management and KPI monitoring 3. Collaborative environment, training, and professional development **Description:** ---------------- Are you motivated to lead teams, drive their development, and ensure excellent customer service every day? At RACC, we are looking for a person to assume the role of Team Leader in our roadside assistance department. Your mission will be to support and guide your team of case managers, ensuring they meet their objectives regarding productivity, quality, and response times. To do so, you will have daily monitoring tools, real-time operational management capabilities, and, above all, your ability to provide close, motivating leadership. What will your responsibilities be? Team Management and Development: You will conduct monthly feedback sessions with each case manager, focusing on performance, development, and well-being. You will foster a positive environment by recognizing achievements and encouraging team spirit. You will monitor your team’s workplace climate and propose personalized training initiatives. You will facilitate open, two-way communication, ensuring your team members are aligned with procedures and objectives. KPI Monitoring: You will review the team’s key KPIs daily: response times, productivity, resource availability, etc. You will identify deviations, analyze root causes, and propose improvements. You will share trends and opportunities with RS and management. Real-Time Operational Management: You will supervise live service delivery, adjusting resources according to immediate needs. You will organize team scheduling to ensure agile and efficient operations. You will ensure our customers consistently receive high-quality service. Why become a Team Leader at RACC? Great work environment: Collaboration and commitment to teams are essential to us. You will always have your team’s support in achieving your goals—being part of the YellowTeam is like being part of a family! Don’t miss our afterworks, ideal for building connections across RACC. We invest in your professional development: Training is essential for your smooth integration into the company; therefore, your first two weeks will consist of paid training. From day one, you’ll feel welcomed and supported—by both your team and your designated contact person—to help you integrate successfully into the role. We offer growth and career progression so you can continue challenging yourself alongside us. Inspiring projects: If training is your passion, you can participate in our upcoming RACC Expert project, where you’ll mentor and support new hires in our sales teams. Alternatively, if you’re passionate about social initiatives and contributing to holistic team well-being activities, you can join our YellowLovers team! We offer job stability with an indefinite contract. No limits to your success: You’ll receive an attractive fixed salary + a bi-monthly variable component tied to performance objectives. Morning shift: 8:00 AM–4:00 PM. You’ll work full-time from Monday to Sunday on rotating cycles. Attractive fixed salary + variable compensation based on achievement of objectives. Remote work every Wednesday starting from month four of employment. A wide range of benefits available to you: 1\. Discounts on RACC products and services—you’ll become a member free of charge from day one! 2\. FlexiRACC flexible compensation program (childcare, transportation, health insurance, and more). 3\. RACC Discovery, offering access to various courses to continue your professional development throughout your RACC journey. 4\. We aim to guarantee the holistic well-being of our YellowTeam, so you’ll have access to diverse activities throughout the year. **Requirements:** --------------- Medium-level academic qualification. At least 2 years’ experience in customer service (ideally in a call center). Advanced Catalan language proficiency. Experience coordinating teams and/or projects. Proficiency in office software (Excel, PowerPoint). Ability to collaborate across departments and adapt to change. Autonomy, initiative, and a continuous improvement mindset.