Bilingual French & Dutch Speaking Supervisor - Lisbon
Spoton Connections
Lisbon, Lisbon, Portugal
há 1 dia
source : JobsFactor


a) To assist Operations in the formulation of targets for individuals and teams and help

during hiring and onboarding of new employees.

b) Training, coaching and development of the (NORDICS / GERMAN / ..) team, in order to

help improving customer service excellence; and to assist team members in the

performance of their daily duties and tasks.

c) To devise ways of creating an engaged and committed environment, by keeping team

members motivated and interested; and to ensure adherence to policies of attendance,

established procedures and internal communication, according to internal

organizational Policies & Procedures.

  • d) Weekly, monthly, and annual results and performance reporting to Management teams;
  • creation and development of a clear reporting system to demonstrate staff achievement

    and targets.

    e) To work in articulation with OSL and their Client(s) to ensure that relevant KPI’s

    are met; and measure performance with key metrics such as call abandonment, calls

    waiting, among others set by OSL or their Client(s).

    f) Driving a high-performance culture within Customer Service to make sure that daily

    tasks are carried out according to existing priorities.

    g) To identify performance related issues and develop action plans for improvement,

    implementation of corrective actions if applicable, including termination of


    h) Keeping management informed about issues and problems and to assist in crisis

    management, in articulation with Operations.

    i) To effectively coach and provide direct feedback to team members regularly, to make

    sure that performance metrics are achieved at a weekly minimum.

    j) To communicate expectations to employees, as well as keeping them up to date; and

    conduct weekly meetings with the team(s) to make sure there is an open forum for

    relevant information to flow.

    k) Scheduling and organizing team activities, as well as creating incentives and contributing

    to keep members motivated, by also being highly motivated and focused in developing

    and coaching team members in achieving their performance expectations.

    l) To be able to conduct the team(s) in multi-tasking, prioritization, and meeting timelines,

    by being able to work under pressure and self-manage to endure the decision-making


    m) Staying current on internal work processes, policies, and procedures.

    All other tasks or duties indicated by management or superior hierarchical with powers to do so.

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