Embrace the future!
You will be part of a multicultural team based in Lisbon, where you will be managing a team of 12 -20 researchers and managing SLAs, driving process and operation improvement ideas and providing recommendations to strategic plans.
You can see the details below and we would be happy to address any questions you might have.
Day-to-day responsibilities :
Leading a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities.
Sample based auditing and giving feedback to the associates.
Owning and sharing the process update to all in the project.
Identifying top defects & creating RCA
Participating and arranging Feedback & Calibration sessions
Collate and validate various data points with respect to the SLA and KPI of the process.
Understand the data to prepare meaningful weekly or monthly reports on the teams’ performance
Provide mentorship, guidance, and career development to your team.
Monitor queues for variations and make adjustments as necessary to meet SLAs.
Implement escalation channels in accordance with mutually agreed upon procedures
Influence team strategy through effective communication.
Fluency in English
Min 1-year Supervisory experience in contact center environment and experience managing projects to established SLAs.
Experience in rating calls / transaction, able to publish basic reports, Charts and data check using MS-Excel
Working knowledge on Google Studio or PLX dashboard is an added advantage
Excellent communication (verbal and written), facilitation and interpersonal skills.
Ability to manage multiple tasks simultaneously and thrive in a complex, fast-paced environment with multiple priorities.
Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making.
Quick learner and adaptable to learn new processes, concepts, and skills.
Strong attention to detail with a desire to deliver accurately, efficiently and to a high standard.
Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment.
Passion for social media and advertising.
Neutral mind-set to alternative video content that needs classification.
Pleasant and inspiring working atmosphere
Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
Professional development and clear career path
Training & development opportunities
Competitive salary & relocation allowance*
Relocation applicable only for international candidates joining us from abroad.
Employee Status : Full Time Employee
Shift : Monday-Friday day time
Travel : No
Location : GOVO Lagoas Park Oeiras