Call Centre Senior Team Lead

Job Title: Call Centre Senior Team Lead

Reporting to: Client Implementation Manager

Location: Portugal (remote)

Employment Type: Full-Time

Overview of the role:

Our client is seeking a Call Centre Senior Team Lead to join their team. In this role you will work closely with the Client Implementation Manager HR, and Recruitment teams to ensure all staff quotas and KPI’s are met and adhered to. The primary focus will be on continuous improvement, conducting analyses, and implementing corrective actions.

Key Responsibilities:

• Provide advice on how to improve KPI’s and Metrics.
• Work closely with HR and Recruitment to meet staffing requirements and attendance/attrition goals.
• Assist with training, coaching and development.
• Managing performance and conducting performance reviews.
• Promote achieving targets and providing insight on how to do so via team meetings.
• Promote a positive environment for employees.
• Act as an escalation point for employee relations and customer issues.
• Present KPI performance and action plans to the client.