Italian Team Lead - Telecom - Onsite, Hybrid or Fully Remote in Portugal 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.
You'll Do:
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:
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:
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!
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