Customer Service- Team Lead
eTeam UK
Lisbon, PT
há 11 horas

Job Title : Customer Support Team Lead

Location- Lisbon, Portugal

Duration : Fulltime Permanent

Position Overview :

The role holder manages a team of people to achieve agreed business objectives.

Contributes to the management team activities of their function, owns the processes, manages the transition of new tasks to the shared services model and is responsible with continuous service improvement .

As a team leader, the role holder will be the contact point for all team members, so communication skills should be excellent.

This role should also be able to act proactively to ensure smooth team operations and effective collaboration.

Ultimately, the role supposed to lead by setting a good example and engage the team to achieve goals.

Major Responsibilities

People Management Responsibilities

Performance Excellence

  • Define team roles and activities to meet team objectives, balancing skills, experience, team styles and workload.
  • Creating an inspiring team environment with an open communication culture
  • Agree objectives with each team member, setting clear performance expectations
  • Review performance against objectives on a regular basis (in addition to mid-year and full year appraisal) providing feedback / coaching.
  • Agree amendments as required

  • Identify and agree development actions for current and future roles, providing ongoing coaching and support in the achievement of those actions.
  • Address shortfalls in performance via coaching support and performance counseling. If required, instigate formal performance improvement processes in line with local procedures
  • Employee Engagement & Motivation

  • Hold weekly communication / team meetings with team members to cascade company information and solicit views / opinions
  • Hold monthly 1 : 1 meetings with each team member to discuss progress and ensure two-way communication
  • Deploy Employee engagement survey, ensure personal involvement in actions to drive team improvements
  • Provide timely reward and recognition to team members for exceptional performance
  • Represent the views of your team via upward communication to Senior Management
  • Business Management Responsibilities


  • Manage and monitor costs and resources within area of responsibility to comply with company direction and procedures;
  • Ensure adherence to company policies and procedures (e.g. HR policies, purchasing, expenses, business ethics);
  • Management of emails, phone calls to be done professionally and timely;
  • Develops and maintains relationship with relevant stakeholders in the company, in client or in partner organizations
  • Transition of new activities to the shared services model

  • Owning the transition of new activities to the Shared Services model training, process documentation, ad-hoc requirements
  • Manages the delivery of the project, ensuring that the project produces the required results to the required scope, milestones, quality;
  • Ensures all project management deliverables (e.g., risk log, project plan, project documentation) are maintained and quality assured regularly;
  • Ongoing and periodic monitoring of progress to ensure project objectives are delivered on time, and required results are realized
  • Functional Performance

  • Review progress monthly and implement action plan to address any deviation from key business performance metrics
  • Carry out quality checks to ensure quality standards are maintained; Create scrutiny, inspection and coaching process specific
  • Managing escalation and resolution of common issues
  • Involvement in issue resolution for the company and external client issues
  • Drive automation initiatives and support continuous development of existing tools
  • Own review calls with stakeholders and continuous seeking out of improvement areas
  • Support the achievement of the productivity target through excellent resource utilisation
  • Qualifications

  • Previous experience of managing a team of people in a team leader environment or as a project leader
  • A track record of strong performance in current and previous roles
  • Demonstrates a desire and capability to take on elements of a leadership role in a team environment
  • Experience of managing projects in a small to medium outsourced contract environment
  • Demonstrated teamwork and adaptable to workgroup environment
  • Excellent communication and interpersonal skills
  • Demonstrated excellent customer care, satisfaction and interpersonal skills
  • Solid planning and organizing ability
  • High level of motivation, maturity & dependability under high pressure situations
  • Personal drive for business results
  • Ability to multitask at a high level
  • Ability to work with minimal supervision, self-motivated
  • Immaculate attention to detail
  • Able to make suggestions and work with others to implement those suggestions
  • Able to take responsibility for projects and incorporate new processes into the business
  • Systems knowledge : Proficient Excel (including pivot tables and advanced formula ), Medium PowerPoint (including slide design, charts and tables),
  • Microsoft Access Data Base and SQL knowledge is a plus
  • Tableau / Power BI Knowledge is a plus
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