Team Manager

2 semanas atrás

Lisboa, Lisboa, Portugal Otonomee Tempo inteiro

Your mission:

Job Title:
Team Manager

Location:
Remote based Portugal

Terms:
Permanent Contract / Full-Time 40h weekly

Annual Gross Salary:
Euros (Inclusive of 2 Holiday Allowances)

Schedule:
Monday to Friday - 9h30 to 18h00 with occasional Saturdays.

ABOUT THE ROLE

WHAT YOU'LL BE DOING

  • Working closely with the Group Manager to assist as a key point of contact for day to day operations.
  • Actively managing and supporting the team on a daytoday basis. (Catch ups, 121's, coaching, and assisting with general queries)
  • You will be responsible for delivering daily and weekly reports while maintaining trend data in the background.
  • You will be responsible for dealing with client/Front of House escalations.
  • Ensuring team members are fully briefed on new information (Treatment changes, ongoing promotions, new doctor training and much more) within agreed time scales.
  • You will be responsible for generating and maintaining SOP's.
  • Ensure that service level is maintained, and impacts are managed effectively when making team decisions including authorization of training requests, team briefings, and any other absence.
  • Continuously reviewing opportunities to streamline processes and implement any process or system changes that will drive efficiencies and improve the patients' experience.
  • You will have the ability to implement and facilitate the personal and professional development of your team by giving them constructive feedback.
  • Excellent communication and influencing skills with the ability to plan, prioritise and allocate work to achieve and exceed agreed SLA's.
  • You will support your team by assisting during peak interaction periods/Days where absences occur, to ensure SLA's are protected and your team is supported.

Your profile:

  • You have a minimum of 1 years' experience in a team manager role or a strong background in customer service.
  • You are willing to challenge and lead by example.
  • You have the ability and willingness to adapt your shift patterns to support your team when required to do so.
  • You are competent providing highlevel support to both patients and your team.
  • You have experience using helpdesk software and remote support tools.
  • You can demonstrate high levels of initiative with the ability to multitask and be detail oriented in a fastpaced environment.
  • You have a growth mindset and are a proactive, selfmotivated individual.
  • You are proven to be organised, methodical and rigorous.
  • You are a team player able to develop great relations with all internal teams.

Why us?:

  • Fully Remote work based in Portugal
  • A competitive salary
  • Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily)
  • Equipment provided
  • Home office allowance
  • A Buddy on joining
  • Online Gym and Wellbeing Studio.
  • The opportunity for professional growth.
  • Fun company events and team outings.
  • Autonomy and Responsibility

About us:

Otonomee is a purpose-built, fully remote BPO. Otonomee was founded in 2020, to provide a different offering in the BPO industry. By leveraging our remote working model, we provide premium Customer Experience with a high quality, flexible entrepreneurial approach.

Our clients are scaling Brands requiring global support, who share our commitment to great Customer Service by promoting a positive employee experience and a sustainable & equitable future

Otonomee is a Certified BCorporation. We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all.

We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly.

We strive for an inclusive culture where we all can feel respected, valued, and connected - **Together we grow

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