Nordics Speakers – Customer Service Team Lead (M/F/D) Lisbon

The company you're going to work at:

BPO with prestigious clients in several areas such as hospitality and bank is recruiting a new team due a new client onboarding.

Your new role:

Ensure successful completion of coaching and performance management requirements;

Plan to deliver and to ensure alignment to global standards;

Coach and develop agents by providing the skills and knowledge to perform their job;

Continually review and monitor work performance of all agents against agreed KPIs;

Have regular meetings with each agent and ad hoc documented meetings to discuss specific events, issues and concerns;

Proactively manage team absenteeism and attrition;

Ensure return to work interviews are completed;

Perform the real time management of agents;

Keep the Operations Manager informed about the day-to-day operations of the project (main indicators and trends);

Perform the continuous performance management discussion with the agent to review annual performance;

Ensure key messages are communicated and cascaded to all team members;

Encouraging feedback and sharing of ideas and best practice;

Connect with each agent on a daily basis, virtually or in person, to check-in, build connections and provide support;

Promote awareness of engagement surveys and ensure actions from surveys are implemented and continuously reviewed;

Continuously monitor agent calls, either via side by side or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved;

Ensure accurate and timely communication of any client issues to Operations Manager;

Ensure appropriate actions are taken to improve client satisfaction survey scores.

Next step:

In case you are interested in this opportunity, click on "Apply Now" to send us your updated CV.

What you need to be successful:

Minimum 1 year working in BPO production or comparable customer service;

Advanced level of English (at least C1) and other European Nordic Language (Native) – Norwegian, Swedish, Danish or Dutch;

Customer-focused approach to problem-solving;

Previous team management experience (nice to have).

What the company can offer you:

Hybrid Working Model (2/3 days remote per week);

Performance Bonus;

Employee discounts;

Private healthcare & dental insurance;

And more.