Description

Ryanair are currently recruiting for a  CS Quality & Knowledge managament Team Leader  to join the Customer Service Team of Europe's Largest Airline Group

This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the next 10 years. 

The Team Leader will manage a team of Customer Service Quality agents and Knowledge Base Management agents, overseeing quality within our external vendor partners and internal teams. This role is critical in driving the team’s performance, ensuring operational efficiency, and maintaining service quality standards. The Team Leader will act as a mentor, coach, and problem-solver, ensuring that the team meets and exceeds customer satisfaction goals while also enhancing the quality and relevance of knowledge base content.

Desired Profile:

• Previous experience in customer service or leadership roles, preferably within a contact centre or customer solutions environment.
• Demonstrated experience in metrics-based performance management and data-driven decision-making.
• Strong leadership and organizational skills, with a proven track record of driving team success.

Requirements

Qualifications:

• Proven experience in coaching, mentoring, and developing high-performing teams in a customer service environment.
• Demonstrated ability to manage performance and implement improvement plans.
• Excellent communication and interpersonal skills, with a talent for motivating and engaging teams.
• Strong crisis management and problem-solving capabilities, particularly in handling escalated cases.
• Experience working in high-pressure, fast-paced environments, maintaining calm and control while driving results.
• Innovative mindset with a focus on process improvement and continuous growth.

Benefits

• We promote innovation, all our teams are Agile and several PoCs of new technologies or innovative ideas are launched every week.
• A competitive but flexible technical career plan
• We believe in an hybrid working model, you can work up to three days per week remote, but you are also going to enjoy the excellent work environment at our modern offices in the heart of Madrid.
• Travel discounts (of course!).
• Discounts on Medical Insurance plans.

Competencies