Universo IME, SA is a financial institution leader in the issuance of credit cards in Portugal ("Cartão Universo") with more than 1 million customers. It has the goal of disrupting the banking industry in Portugal by competing in consumer payments, credit, and insurances.We exist in a unique environment of innovation and transparency, with a collaborative and welcoming energy. Our clients are the stars that set our course and make our work shine.Want to be part of our Universe?We are looking for an Outbound Contact Center Manager for our Outbound Continuous Improvement team.The main responsibilities include:Supervise and support one or more teams of outbound contact center agents and supervisors.Conduct regular team meetings, training sessions, and performance reviews.Foster a positive and motivating work environment.Monitor daily operations to ensure adherence to company policies and procedures.Implement and oversee outbound calling campaigns, ensuring targets are met.Manage scheduling, staffing, and resource allocation to optimize efficiency.Track and analyze key performance indicators.Provide feedback and coaching to agents and supervisors to improve performance and address areas of concern.Prepare and present regular reports to the area manager on team performance and campaign outcomes.Ensure high standards of call quality and customer interactions.Identify opportunities for process improvements and operational efficiencies.Collaborate with other departments to integrate and streamline outbound activities.Ensure compliance with regulatory requirements and company policies.Keep the team updated on compliance standards and best practices.If you have:Excellent academic track record in Business administration, Communication, Marketing, or a related field.Up to 2 years experience in a contact center environment, with experience in a supervisory role.Proven track record of meeting and exceeding performance targets.Strong leadership and team management skills.Excellent communication and interpersonal skills.Analytical skills with the ability to interpret data and make data-driven decisions.Ability to work under pressure and manage multiple priorities.If you are:A team player and a clear communicator.Meticulous and goal-oriented.Organized and methodical.Dynamic and proactive.What we offer:Flextime and a hybrid working model, allowing you to work smarter instead of longer.Professional growth – you will have a training plan and personalized coaching.Diverse and inclusive community of belonging, where working together is not only a large part of our lives, but one of the most important essentials of our Universe.#J-18808-Ljbffr
