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Team Leader (m/f)

Arvato Services Portugal - Prestação de Serviços

Overall Job Purpose

This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As a Team Leader you will be responsible for managing a team of agents to support our client. You will responsible for running the day to business including business continuity planning, client relationship management, performance management, leadership and coaching.

Duties and Responsibilities

Manage the daily performance of employees, ensuring adherence to SLA expectations (e.g. productivity & quality)
Manage effective client communication and interaction
Coordinate cross location support with other support providers globally
Ensure efficient resource & capacity planning
Ensure team are productive - effective and efficient
One to ones, team meetings, reviews
Team Issues – attendance management, HR policy implementation
Define and review performance objectives
Productivity/workflow management
Quality feedback, performance plans and follow up
Implementation and management of any new initiatives
Participation in recruitment and induction training of new staff
Continuously motivate the team to drive for success in customer satisfaction
Provide regular and ad hoc reporting
Monitoring and regular reporting of activities within the team
Be the first point of contact for customer escalations - resolving issues, complaints and disputes effectively and efficiently
Responsible for raising awareness of unusual trends in performance, team, attitude and other management parameters
Responsible for workflow design and implementation

Team Leader (m/f) (Apoio ao cliente)
1 Vaga(s)

Lisboa (Localização Lisboa)


Estudos mínimos Ensino Secundário
Requisitos mínimos
Required Qualifications & Experience
Leadership skills – creativity, confidence and motivation
Demonstrated strong interpersonal and team building abilities, coaching skills, and people management experience
Strong presentation/relationship building capabilities and experience
Good overall business knowledge, appreciation & understanding of contact centre business processes
Flexible, Can-Do Attitude and excellent communication skills
Organizational skills
Reporting abilities in a number of formats i.e. Excel and PowerPoint

Idiomas Inglês ( Leitura: Nivel bilingue / Escrita: Nivel bilingue / Conversa: Nivel bilingue )


Tipo de contrato Contrato a termo certo
Horário de trabalho Horário a tempo inteiro

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