job offers of Teleperformance in Portugal

[ More from Teleperformance Portugal ]

Languages
English
Information

Teleperformance Portugal

Customer Service

Permanent

Indefinite

To negotiate

Full-time

1

Service Controller (m/f) - Lisbon

Portugal » Lisbon

Description

Teleperformance Portugal is part of the Teleperformance group, worldwide leader in Customer Experience Management and shared services for international markets. With our team of 8.000 employees, from 82 nationalities, we are providing services in 29 languages for 64 markets.

Teleperformance Portugal was considered seven times the best company to work for in Portugal by the Great Place to Work Institute. Furthermore, we were awarded four times by Exame Magazine as one of the best companies to work for in Portugal and the best company within our sector.

Our team is characterized by its versatility and internationality. Our employees from around the world bring in a wide variety of experiences and skills.

Our company focuses highly on teamwork and familiarity between the people. This is how we transform passion into excellence.

As a dynamic team, we are committed to the success of our partners and dedicated to provide an outstanding performance for the customers to every extent.

 

Join us! Be part of a multicultural environment.

 

 

What will your position be?

 

The ITIL Process Controller will provide responsive and competent process support to Service Desk Team Managers.

Additionally, should support TSR’s via floor walking activities and also via acceptance of calls (support will generally relate to relevant processes and procedures)

 

Main Responsibilities:

  • Control the resolution of incidents to agreed service levels
  • Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident
  • Act as point of escalation when closure of an incident is disputed by the user
  • Ensure the Incident/Change/Problem/Knowledge Management process, procedures and work instructions are adhered to by all relevant parties
  • Monitor and report on the effectiveness of the Incident/Change/Problem/Knowledge Management procedures.
     

Who are we looking for?

 

  • High fluency in English (C1/C2 is mandatory)
  • Formal education preferably to Degree level in a technical discipline
  • Knowledge of the ITIL Service, support standards & practices
  • Experience managing Contact Center Teams (preferable)
  • Strong understanding of SLA’s
  • Ability to negotiate
  • Organized and dynamic way of working;
  • Focused on details and good interpersonal skills;
  • Ability to work in a fast placed environment.
  • Excellent communication and interpersonal skills;
  • Flexible;
  • Leadership skills.

 

 

 

Our offer:

 

  • Excellent work opportunity in a dynamic leading multinational company;
  • Possibility of cooperation with leaders in various industries;
  • Stable work and career progression;
  • Investment in training and personal development;
  • Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
  • Health Insurance;
  • Young, dynamic and multicultural environment;
  • Possibility to live in one of our apartments;
  • Initial flight expenses refund;
  • Annually complementary return flight to your home country (within Europe);
  • Free Portuguese language courses, sport activities and organized events every month.
Requirements
Offer
Information

Teleperformance Portugal

Customer Service

Permanent

Indefinite

To negotiate

Full-time

1