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Care Operations Team Lead at Impress

Puesto Care Operations Team Lead
Publicado 08 Aug 2026
Expirado 07 Sep 2026
Empresa Impress
Ubicación Barcelona | ES
Tipo de Contrato Full Time

Descripción del Puesto:

Última información laboral de Impress para la posición de Care Operations Team Lead. If the Care Operations Team Lead vacante en Barcelona coincide con tus calificaciones, envía tu solicitud o currículum directamente a través del portal actualizado de Jobkos.

Ten en cuenta que aplicar a un trabajo puede no ser siempre fácil, ya que los candidatos deben cumplir con ciertos requisitos establecidos por la empresa. Esperamos que esta oportunidad en Impress para la posición de Care Operations Team Lead se ajuste a tu perfil profesional.

Join Impress - Europe's Leading Health-Tech Innovator!

We are the largest chain of orthodontic clinics with fully digital processes in Europe. We have revolutionised the invisible orthodontic sector with the best team of professionals specialised in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases.

Job Overview

We're seeking a dynamic and results-oriented Care Operations Team Lead - Dutch market who will be an important part of a hard-working, fast-growing team. This is your opportunity to experience a #1 health-tech scale-up where both your work and your results are highly tangible and matter to the business.

Ubicación

This Puesto is based 100% on-site at our headquarters in Barcelona (España).

What You’ll Do
  • Lead, coach, and develop a team of Patient Care Specialists.
  • Monitor and improve team performance through KPIs and feedback sessions.
  • Ensure high-quality patient interactions across multiple communication channels.
  • Optimize workflows and processes to enhance efficiency.
  • Handle escalations and provide solutions for complex patient cases.
  • Collaborate with other departments (Sales, Operations, Clinical teams, Logistics) to ensure seamless patient care.
  • Support hiring, onboarding, and training of new team members.
  • Create up to date training materials with clear processes and procedures.
  • Measure customer satisfaction and design improvement mechanisms as required. Always ensure world-class NPS.
  • Ensure call, chats, emails volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of all KPIs.
  • Analyze statistical service data with QA to review metrics and quality results, establish goals/targets, and focus on areas of opportunity and development.
  • Handle escalations of customers and patients.
  • Supervise that the standard of patient care department is delivered and maintained in all aspects of the Customer/Patient Care Service function, including (but not limited to): inbound and and outbound call management, complaints, appeals, grievances processes, etc.
  • This Puesto will be responsible for coaching, developing, performance, and up-skill training. Participate in the hiring or termination of staff if required.
  • Self-motivation and a hunger for success. Never accept results lower than "Impressive".
  • Lead by example and never stop improving.
What You’ll Bring
  • +1 year of experience leading a team in a similar Puesto within Customer Service working in an international environment.
  • Must-have: Native level of Dutch and full professional level of English
  • You are recognized for your team spirit, your interpersonal and writing skills
  • A proactive attitude and inclusive behaviour.
What we offer:
  • Internacional team! You will work with people from all over the world, at our Barcelona headquarters in the Eixample district.
  • Fixed compensation range: €24.000 - 28.000
  • Variable based on KPI achievement: €5.000
  • Working hours: 40h/week, 09:00 to 18:00.
  • Work days: Monday to Saturday (one Saturday/month)
  • Teeth aligner and whitening benefits.
  • Real growth opportunities.
  • We are an inclusive Empresa.
  • Fresh fruit & coffee every morning.

At Impress we cultivate a culture of inclusion and diversity. We celebrate our employees' individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, color, religion, gender identity, sexual orientation, age, national origin, disability, or any other factor.

Our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better results.

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Información de la Vacante:

  • Empresa: Impress
  • Puesto: Care Operations Team Lead
  • Lugar de Trabajo: Barcelona
  • País: ES

Cómo Enviar tu Postulación:

Después de leer y comprender los criterios y requisitos mínimos explicados en la información del trabajo Care Operations Team Lead at the office Barcelona anterior, completa de inmediato tus archivos de solicitud, como carta de presentación, CV (Hoja de Vida), copia de diploma y otros suplementos. Envía a través del enlace Siguiente Página abajo.

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