Contact Center Team Lead with Portuguese and Spanish - Porto, Portugal - Talent Search People

Talent Search People

Empresa verificada

Porto, Portugal

há 1 semana

Postado por:

João Santos

Recrutador de beBee

Descrição

Where will you work?:

What will you do?:

Reporting to the Supervisor, the Team Lead must perform the following functions:
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

Who are we looking for?:

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

What do we offer?: