- You will be responsible for the team management, focus audit on agents' performance, 1:1 conversations and follow up's
KPI's analist - Further you will daily prepare reports based on KPI's and reporting of results
- Analytical profile of results, daily, weekly, monthly, quarterly and annual
- In addition you will create and maintain internal work instructions, as well as preparation and definition of mateiral support and help
- You will be in charge for the selection of personnel and initial training for new hires and continuous training
- Ensure compliance with the procedures and guidelines established in relation to operational standards, quality and GDPR
- Maintenance and update of the internal procedures of the Department
- You will cordinate with the different business areas to ensure that the implemented processes/procedures are aligned
- Agents Support, Resolution of doubts in relation to the procedures
- Coordination with the team leaders in Spain, of the work and schedules of the teams, monitoring of tasks and control of absentee
- You have a Bachelor Degree or provable previuos experience in similar role
- Worked in Contact Center for min 5 years and 2 years managing teams
- Your level on Portugues and Spanish is native/bilingual, English is highly valued
- Extensive knowledge in Microsoft Office Tools (Advanced Excel Office is a must)
- Further you have previous experience in call management telephony platforms and CRM's
- You have availability to do some Stand By shifts on rotation saturdays and bank holidays
- Strong team work commitment, highly oriented to targets and objectives suit your profile, as well as strong customer focus and dedication to client service projects
Contact Center Supervisor - Porto, Portugal - Linde
Descrição
What you will enjoy doingWhat makes you great
Why you will love working with us
Caring for our patients is our motivation to take the lead each and every day. We are working passionately on services, concepts and therapies with medical gases to improve our patients' quality of life. Regulatory compliance, quality and safety are of utmost importance for us in everything we do. Is this what you are committed to, too? Then join us for a great future in a global team.
What we offer you
At Linde, the sky is not the limit. If you're looking to build a career where your work reaches beyond your job description and betters the people with whom you work, the communities we serve, and the world in which we all live, at Linde, your opportunities are limitless. Be Linde. Be Limitless.
This role is a full time position based on an unlimited contract. The standard weekly working hours will be from 09:00 hrs till 18:00 hrs. This role contains shift.