Join one of the leading BPO companies, dedicated to providing exceptional customer service and innovative solutions for an Italian telecommunications company. We are hiring a Team Lead to oversee a dynamic team in Lisbon, with options for on-site, hybrid, or fully remote work from anywhere in Portugal.
What You'll Do
As a Team Lead, you will be responsible for managing and supporting a team of Customer Support Advisors. Your key responsibilities include:
Team Management: Supervise, mentor, and motivate team members to achieve performance targets and deliver exceptional customer service.
Performance Monitoring: Track key performance indicators (KPIs) and conduct regular performance reviews to ensure high-quality service delivery.
Coaching and Training: Provide ongoing coaching and training to team members to enhance their skills and improve customer interactions.
Client Interaction: Serve as the primary point of contact for client communications, addressing any escalated issues or concerns.
Process Improvement: Identify areas for improvement within processes and implement best practices to enhance efficiency and effectiveness.
Reporting: Prepare and present regular reports on team performance, customer feedback, and operational metrics to management.
Collaboration: Work closely with other teams and departments to ensure seamless operations and maintain strong communication across the organization.
What We're Looking For
We are seeking proactive and experienced individuals who meet the following criteria:
Experience: Proven experience in a Team Lead or supervisory role within a BPO or customer service environment.
Language Skills: Fluent in Italian and English, with excellent verbal and written communication abilities.
Leadership Skills: Strong leadership, coaching, and mentoring skills, with the ability to motivate and inspire a diverse team.
Tech-Savvy: Comfortable using digital platforms and familiar with telecommunications technologies and customer service tools.
Problem Solving: Excellent analytical and problem-solving skills to assist with complex customer inquiries and team challenges.
Performance Focus: Experience in setting and monitoring KPIs, with a results-driven mindset.
? Time Management: Strong organizational skills and the ability to prioritize effectively in a fast-paced environment.
What We Offer
By joining our team, you'll enjoy a competitive salary with potential commissions that you can achieve, along with a wide range of benefits, including:
Flexible Work Options: Choose to work on-site in Lisbon, in a hybrid model, or fully remote from anywhere in Portugal.
Career Growth: Opportunities for professional growth and career advancement within a global company.
Training Programs: Continuous learning opportunities to enhance your skills and expertise.
??? Health & Wellness: Comprehensive health insurance and life insurance from day one, along with wellness programs to support your overall well-being.
Don't miss this exciting opportunity to lead a team in a dynamic BPO environment and make a real difference in client experiences! Apply now and secure your spot!
