Polish and Russian Speaker Supervisor for Hotels Project (m/f)

  • Full-time
  • 1-5 vagas
  • Expira em 24 dias
  • a definir
  • Full-time
  • 1-5 vagas
  • Expira em 24 dias
  • a definir
  • Lisboa
  • Contact Centers, Gestao de Equipas

Teleperformance Portugal

A Teleperformance Portugal faz parte do Grupo Teleperformance, líder mundial em Customer Experience Management e shared services para mercados internacionais. Com uma equipa de 10 000 colaboradores de 84 nacionalidades, prestamos serviços em 35 idiomas. A Teleperformance Portugal foi considerada a melhor empresa para trabalhar em Portugal nove vezes, pelo Great Place to Work Institute e foi a vencedora do Prémio “Young Talents Attraction” em 2019. Fomos também premiados cinco vezes pela revista Exame como uma das melhores empresas para se trabalhar em Portugal e a melhor empresa no nosso setor. Todos os dias, são-nos confiadas inúmeras interações únicas em todo o mundo, das quais queremos que faças parte. Junta-te à nossa equipa!

O que procura nos candidatos

• Fluency in Polish and Russian (C2 or native) (mandatory);

• Fluency in English (B2 spoken and written);

• Experience in managing sales teams in a contact center environment (mandatory);

• Previous Customer Support experience;

• Fluency in a second language as French, German, or Italian is a plus; 

• Demonstrated ability to coach, improve performance and develop individuals;

• Previous experience with Travelling and Tourism (preferred);

• Must be able to effectively communicate (both verbally and in written form);

• Ability to work independently and in a team environment to accomplish a common goal;

• Ability to handle multiple tasks and requests while maintaining results in core job functions and responsibilities;

• Ability to accept and give feedback objectively to facilitate change within the organization in a positive manner;

• Good level of knowledge in Excel and MS Office;

• Strong multi-tasker and great stress/pressure management skills;

• Sensitivity toward corporate needs, employee goodwill, and public image.

Que funções irão desempenhar

• Educate, motivate, lead, guide, and direct all assigned associates to reach their highest potential both in terms of service metrics and career goals;

• Be a relentless advocate for our customers and their issues.  Never rests until they have resolved the customers issue and regained their confidence in our brands; 

• Assist in building a highly skilled team through participating in interviews and hiring decisions;

• Ensures both individual and team productivity, manages performance, provides floor assistance and real-time coaching;

• Monitor contacts to identify areas of opportunity to improve performance, customer experience and ensure that SOP’s are followed;

• Analyze data to identify performance trends and opportunities for continuous improvement;

• Work with associates to create meaningful development plans and deliver feedback;

• Resolves customer escalations as needed;

• Work with Account Manager to escalate issues.

Quais os benefícios oferecidos

• Excellent work opportunity in a dynamic leading multinational company; 

• Possibility of cooperation with leaders in various industries;

• Stable work and career progression;

• Investment in training and personal development; 

• Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;

• Health Insurance;

• Possibility to live in one of our apartments;

• Initial flight expenses refund;

• Annually complementary return flight to your home country (within Europe); 

• Free Portuguese language courses, sport activities and organized events.

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