Contact Center Team Lead with Portuguese and Spanish

3 semanas atrás

Porto, Portugal Talent Search People Tempo inteiro

Our client is a multinational company inside the industrial and medical sector and we are looking for a Contact Center Team Lead with Portuguese and Spanish for their offices based in Porto.

Tareas

Reporting to the Supervisor, the Team Lead must perform the following functions:
\- You will be responsible for the team management, focus audit on agents' performance, 1:1 conversations and follow up's

\- KPI's analysis

\- Further you will daily prepare reports based on KPI's and reporting of results

\- Analytical profile of results, daily, weekly, monthly, quarterly and annual

\- In addition you will create and maintain internal work instructions, as well as preparation and definition of mateiral support and help

\- You will be in charge for the selection of personnel and initial training for new hires and continuous training

\- Agents Support, Resolution of doubts in relation to the procedures

\- Coordination with the team leaders in Spain, of the work and schedules of the teams, monitoring of tasks and control of absentee

**Requisitos**:
\- You have a Bachelor Degree or provable previuos experience in similar role

\- Worked in Contact Center for minimum 5 years and 2 years managing teams

\- Your level of Portuguese and Spanish is native/bilingual, English is highly valued

\- Extensive knowledge in Microsoft Office Tools (Advanced Excel Office is a must)

\- Further you have previous experience in call management telephony platforms and CRM's

\- You have availability to do some Stand By shifts on rotation saturdays and bank holidays

\- Strong team work commitment, highly oriented to targets and objectives suit your profile, as well as strong customer focus and dedication to client service

Beneficios

\- Unlimited contract

\- Hybrid system

\- Possibility of growth inside the company

\- Other benefits

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