Pentasia

Compensation

Full Description

Customer Service Team Leader - ability to work on a rotating shift pattern Pentasia has been appointed on an exclusive basis to support the recruitment of a new operational team based in Ceuta. The role is permanent and fully remote. This new business operations centre will present the opportunity to join a very well respected company with exciting growth ambitions and be part of a very exciting future. We're looking for a proactive and people-focused Team Leader to support and guide our customer service team. In this pivotal role, you’ll collaborate closely with the Operational Management team to establish and implement efficient workflows, enhance team performance, and serve as a key connection. Your focus will be on leading a high-performing team, solving people-related challenges, and ensuring they deliver consistently outstanding service to our customers. Key Responsibilities • Oversee day-to-day team operations, ensuring consistent attendance and managing leave, sickness, and time-off processes • Conduct regular performance assessments, including one-to-one reviews, feedback sessions, and quality assurance checks • Ensure service-level targets are met for key processes such as identity checks, document verification, and account validations • Monitor team activity in real-time using dashboards, adjusting scheduling and workflow based on demand • Coordinate team availability, manage holiday planning, and track overtime or attendance discrepancies • Lead monthly team calls and contribute to wider business updates through quarterly leadership meetings • Collaborate with internal stakeholders to improve processes and performance metrics Anissa Farih Recruitment Consultant Apply for this job. Please note that for your privacy no data from this form is stored in this website, beyond the legitimate interest period. View our privacy policy Attach CV I have read the terms and conditions * Submit