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 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:
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
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