Customer Service Team Leader

6 meses atrás

Lisboa, Portugal Pentasia Tempo inteiro

Lisbon, Portugal, Europe
- Competitive+bonus

**Job Reference**:

- 34978

**_ Pentasia_** is recruiting for a Customer Support Team Leader for one of the fastest growing and leading GameTech companies based in Lisbon. We are seeking a dedicated individual to lead and manage our customer support team, ensuring excellent service and performance.

**Role Overview**:

- As a Customer Support Team Leader, you will play a pivotal role in managing and motivating a team of customer support agents. Your responsibilities will include evaluating performance, setting goals, collaborating with cross-functional teams, allocating tasks, and contributing to process improvement. If you're a dynamic leader with excellent communication skills and a passion for the gaming industry, we want to hear from you.

**Responsibilities**:

- Monitor and evaluate the performance of a group of customer support agents, providing constructive feedback for continuous improvement.
- Oversee and ensure that the team meets performance targets and goals.
- Collaborate with the Quality Control (QC) team to develop qualitative reports and enhance departmental performance based on KPIs.
- Foster effective communication by collaborating with shift leaders, supervisors, managers, and colleagues.
- Allocate tasks and projects to team members according to their skills and capacity.
- Assist in the training and onboarding of new team members.
- Create and manage work schedules and vacation plans for team members.
- Generate weekly and monthly quantitative reports to track team performance.
- Anticipate challenges from projects and propose process improvements.
- Provide support and assistance to customer support agents for any issues they encounter.
- Stay updated on the company's products, promotions, policies, and changes.
- Keep abreast of customer service trends, tools, and best practices in the industry.

**Qualifications and Skills**:

- Proven experience in a similar team leader or supervisory position.
- Good knowledge of the gaming industry is considered a plus.
- Strong written and verbal communication skills.
- High organizational and analytical skills.
- Self-motivated with the ability to make autonomous decisions and respond quickly to unexpected incidents.
- Effective leadership skills to motivate and guide your team.
- Service-oriented mindset with a focus on assisting both internal and external customers.
- Native Spanish language skills and fluent English language skills are required.

**Benefits**:

- Competitive salary package and bonus scheme.
- Health and life insurance coverage for you and your family.
- Monthly allowance for lunch and commuting expenses.
- Clear career paths with a developmental 360° feedback framework.

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