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    Team Manager - Lisbon, Portugal - Otonomee

    Otonomee
    Otonomee Lisbon, Portugal

    há 4 dias

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    About The Role

    Job Title: Team Manager
    Location: Remote based in Portugal
    Terms: Permanent Contract / Full-Time 40h weekly
    Salary: Annual Gross €21k to 23k (Including 2 holiday allowances)
    Schedule: Monday to Friday – 8h shifts to be confirmed covering 12pm to 12am

    ABOUT THE ROLE

    We are looking for a Team Manager to join the team. This is a permanent work from home position based in Portugal

    Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women's health, heart rate and more

    This is an exciting opportunity for someone with managerial qualities and with a focus on growth. The successful will be responsible for leading and managing a team of customer service representatives to ensure the delivery of high-quality service to our clients. You will oversee daily operations, coach and mentor team members, and drive performance to meet or exceed established goals and metrics. This role requires strong leadership, communication, and problem-solving skills, along with a deep understanding of BPO operations and client management.

    WHAT YOU'LL BE DOING
    • Working closely with the Group Manager to assist as a key point of contact for day-to-day operations.
    • Foster a culture of accountability, collaboration, and continuous learning within your team.
    • Acquire and transfer to the team the knowledge of all tools and associated workflow processes, ensuring team members are fully briefed on new information (Issues, new product information, new releases) within agreed time scales.
    • Assist in developing and streamlining procedures, and implement any process or system changes that will drive efficiencies and improvements
    • Actively managing and supporting the team on a day-to-day basis. (Catch ups, 1-2- 1's, motivating, coaching, and assisting with general queries).
    • Ensures and monitors that compliance guidelines are being followed, supporting and maintaining service management, identifying gaps in knowledge articles and addressing those gaps.
    • Monitors, establish and analyze performance trends, to drive improved performance
    • Ensure that service level targets are monitored, and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and any other absence.
    • Drive the escalation process to identify potential issues that may affect operations and service delivery, and propose resolutions for the same
    • Implement and facilitate the personal and professional development of your team by giving them constructive feedback
    • Resolve complex problems, questions or complaints; direct unique problems to the appropriate person.
    • Provide a high level of customer service and/or technical support and understands the nuances of how it applies within the organization.


    Your profile

    ABOUT YOU:

    • You have a minimum of 1 -2 years' experience in a team manager role in customer service.
    • You are competent in providing high-level support to both team members and customers
    • You can demonstrate high levels of initiative with the ability to plan and prioritise tasks
    • You are proven to be organised, methodical and rigorous.
    • You have strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions.
    • You are a team player able to develop great relations with all internal teams.
    • Have a growth mindset and are a proactive, self-motivated individual
    • Have remote working experience and capabilities.
    • English Proficiency & Comprehension (spoken and written)

    Why us?

    WHAT YOU GET IN RETURN:

    • Fully Remote work based in Portugal
    • A competitive salary
    • Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily)
    • Equipment provided
    • Home office allowance
    • A Buddy on joining
    • Online Gym and Wellbeing Studio.
    • The opportunity for professional growth.
    • Fun company events and team outings.
    • Autonomy and Responsibility


    OUR RECRUITMENT PROCESS

    Our recruitment process is 3 stages.

    1. 30 min Teams interview with the Recruitment Team
    2. Language test if applicable to the role
    3. 45 min Teams interview with the Hiring Team

    About us

    Otonomee is a purpose-built, fully remote BPO. Otonomee was founded in 2020, to provide a different offering in the BPO industry. By leveraging our remote working model, we provide premium Customer Experience with a high quality, flexible entrepreneurial approach.

    Our clients are scaling Brands requiring global support, who share our commitment to great Customer Service by promoting a positive employee experience and a sustainable & equitable future

    Otonomee is a Certified BCorporation. We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

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