Team Lead

Há 4 dias


Lisboa, Lisboa, Portugal TN Portugal Tempo inteiro

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Team Lead - Service Delivery Lisbon PNS, Lisbon

Client: Gi Group SpA

Location: Lisbon, Portugal

Job Category: Other

EU work permit required: Yes

Job Reference: 9e84ad309ea7

Job Views: 28

Posted: 23.01.2025

Expiry Date: 09.03.2025

Job Description:

We are recruiting a Team Leader (Operations) for one of our clients in Lisbon. You are responsible for and own the delivery of service and service metrics to client as per contractual agreement, while managing all aspects of the team's strategy, forecasting and delivery of execution excellence regarding the assigned workflows and reporting directly to the Service Delivery Lead. You will own the future growth of the established team. People management, motivation, engagement and accountability are a key function of this role.

Main Responsibilities/Accountabilities:
  1. Responsibility for maintaining and developing key client relationships
  2. Responsibility and ownership for the delivery of service and service metrics to client
  3. Responsible for supporting quality programs
  4. Responsible for embedding new processes and workflows into the team
  5. Drive continuous improvement and value add initiatives
  6. Responsibility for meeting the obligations established within the contract
  7. Allocating resources and responsibilities across the team to deliver business results and develop team members
  8. Responsibility for team members' formal evaluation processes including career development, salary review and performance management
Who we are looking for:
  1. 6+ years' experience managing teams in an outsourced / operations environment with multilingual teams
  2. Experience in Trust and Safety
  3. Management of large teams
  4. Multi-party management: subcontractors, client, other vendors etc.
  5. Demonstration of ability to meet SLA's / metrics
  6. Revenue / financial management
  7. Strong organizational, multi-tasking, and time-management skills
  8. Excellent negotiation, influence, mediation and conflict management skills
  9. Ability to work in a process-driven high demand environment
  10. Service focused with ability to meet targets on a continuing basis
  11. Proven focus on Continuous improvement and adding value to clients
  12. Proven experience managing matters involving sensitive and challenging user-generated content with good judgment, discretion, and sensitivity.
What we offer:
  • Direct contract with the client
  • Growth opportunities
  • Health insurance
  • Flexible Benefits Bonus
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