Universo IME, SA is a financial institution leader in the issuance of credit cards in Portugal ("Cartão Universo") 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 supervisorsConduct regular team meetings, training sessions, and performance reviewsFoster a positive and motivating work environmentMonitor daily operations to ensure adherence to company policies and proceduresImplement and oversee outbound calling campaigns, ensuring targets are metManage scheduling, staffing, and resource allocation to optimize efficiencyTrack and analyze key performance indicatorsProvide feedback and coaching to agents and supervisors to improve performance and address areas of concernPrepare and present regular reports to the area manager on team performance and campaign outcomesEnsure high standards of call quality and customer interactionsIdentify opportunities for process improvements and operational efficienciesCollaborate with other departments to integrate and streamline outbound activitiesEnsure compliance with regulatory requirements and company policiesKeep the team updated on compliance standards and best practicesIf you have:Excellent academic track record in Business administration, Communication, Marketing, or a related fieldUp to 2 years experience in a contact center environment, with experience in a supervisory roleProven track record of meeting and exceeding performance targetsStrong leadership and team management skillsExcellent communication and interpersonal skillsAnalytical skills with the ability to interpret data and make data-driven decisionsAbility to work under pressure and manage multiple priorities.If you are:Team player and a clear communicatorMeticulous and goal-orientedOrganized and methodicalDynamic and proactiveWhat we offer:Flextime and a hybrid working model, allowing you to work smarter instead of longerProfessional growth – you will have a training plan and personalized coachingDiverse 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
