Team Leader

**About the role**:
As a **Contact Center Team leader** at Conectys, you will play a key role in supporting the successful launch and growth of operations in Portugal for one of our high-profile technology clients, recognized for its cutting-edge platform, software solutions, and global presence.

If you are a highly self-motivated professional, able to thrive in a fast-paced environment you will love this challenge In this role, you will lead and motivate a team of associates to achieve targets and implement a strong working environment, guided by the client’s industry-specific needs while aligned with Conectys' standards.

With over 3000 employees across 7 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries and many more. Here at Conectys we work together to support each other in a common interest, making our customers’ success our own success.

**Your responsibilities**:

- Recruit and onboard new talent, guiding hiring decisions and integrating new staff.
- Lead, coach, and develop your team to meet daily and weekly performance goals and service-level agreements.
- Collaborate with other departments to coordinate staffing, training schedules, and ensure consistently high-quality interactions.
- Track operational metrics (call volumes, capacity utilization, SLA compliance, QA scores, customer effort) to identify performance trends and proactively address issues.
- Provide regular coaching and constructive feedback, quickly resolving performance gaps and handling escalated or complex customer cases.
- Facilitate team meetings and cross-department collaboration, sharing insights and updates to drive continuous improvement.
- Compile operational reports for the Centre Manager and engage with clients as needed to review results and support decision-making.
- Ensure strict compliance with company, client, and regional policies while representing the organization professionally and identifying service and pricing improvement opportunities.

**What will make you successful in the role**:

- Minimum education: High school diploma or equivalent.
- 2+ years of leadership experience in high-volume Contact Center operations, preferably in organizations handling compliance frameworks such as **PCI DSS** — experience in the tech or software industry is a plus.
- Fluency in English, C1 level.
- Proficiency in MS Office (Outlook, Excel, Word, PowerPoint) - experience with **Zendesk** and **Five9** is a plus.
- Deep understanding of contact center metrics and reporting, with a curious mindset for diagnosing performance trends and driving continuous improvement.
- Excellent communication, interpersonal skills, and emotional intelligence to coach effectively, tackle difficult conversations, and demonstrate genuine empathy toward customers.
- Strong leadership and motivational skills, with the ability to engage and inspire agents while remaining calm under pressure.
- Highly organized, resilient, and adaptable—with outstanding prioritization abilities and the flexibility to excel under changing conditions
- Customer-focused and results-driven, committed to helping customers, supporting team success, and consistently achieving daily, weekly, and monthly KPIs.

**Sounds good? Find out what you can get**:

- Innovative Culture: Be part of a forward-thinking team at Conectys where creativity, collaboration, and new ideas are celebrated.
- Global Impact: Play a critical role in shaping the future of global outsourcing and customer experience management.
- Career Growth: Enjoy significant opportunities for professional development and career advancement within a rapidly growing global organization.
- Competitive Benefits: Attractive compensation packages, comprehensive health benefits, and flexible work arrangements designed to support a balanced lifestyle.

**We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background.**

Application Question(s):

- Do you have experience using Zendesk and/or Five9?
- Are you available to work 100% onsite, at our Lisbon office?

**Experience**:

- leadership in high-volume Contact Center operations: 2 years (required)
- compliance frameworks such as PCI DSS: 1 year (preferred)

**Location**:

- Lisboa, Distrito de Lisboa (required)

Expected Start Date: 15/09/2025