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.
People Management Responsibilities
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
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
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