O que procura nos candidatos

Our client based in Lisbon is looking for a Portuguese speaking Customer Service Manager to join their Team. You will be responsible for planning and strategically managing the team and the Team Leaders from the Customer Service department, monitoring their performance, and taking the right actions to achieve the best results and continuous improvement.

You will oversee the reviewing the KPIs, reports and assuring the goals are accomplished. Further to this you will be liaising with the main management teams on proposing strategies to improve.

Responsibilities:

• Planning and ensuring that the operations comply with the client and SLAs from the company
• Verify the needs and communicate them with the group of Team Leader’s
• Responsible for the training and development of the Team.
• Participate in the performance appraisals, monitoring and improving the work tools.
• Innovation skills, suggestion of new work methodologies with the goal of improving the performance of the entire customer support team and all the customer service experience.
• Do the reports and analysis to verify the operations on a daily, weekly and monthly perspective.
• Actively participate in the selection process of Customer Support Team Leader’s and Customer Support Agents.
• Actively participate in the communications processes in the company, having the main responsibility of communication to the Team the right commercial goals, improvements in the processes and relevant updates to be sure the information is communicated in the same way.
• Work in different projects both local and regionally making proposals of innovation and constant improvement.

Requirements:

• Minimum of 4 years of experience in a similar role (ideally in a Call Center environment)
• A university degree or equivalent qualification in a related field.
• Preferable native level of Portuguese Fluent level of English both spoken and written.
• Excellent computer skills and proficiency in Microsoft Office tools.
• Strong interpersonal skills.
• Ability to accomplish tight deadlines and C level reports.
  

Que funções irão desempenhar

• Planning and ensuring that the operations comply with the client and SLAs from the company
• Verify the needs and communicate them with the group of Team Leader’s
• Responsible for the training and development of the Team.
• Participate in the performance appraisals, monitoring and improving the work tools.
• Innovation skills, suggestion of new work methodologies with the goal of improving the performance of the entire customer support team and all the customer service experience.
• Do the reports and analysis to verify the operations on a daily, weekly and monthly perspective.
• Actively participate in the selection process of Customer Support Team Leader’s and Customer Support Agents.
• Actively participate in the communications processes in the company, having the main responsibility of communication to the Team the right commercial goals, improvements in the processes and relevant updates to be sure the information is communicated in the same way.
• Work in different projects both local and regionally making proposals of innovation and constant improvement.