Team Leader

1 semana atrás

Lisboa, Portugal Thoth AI Portugal Tempo inteiro

**Key Responsibilities**:

- Lead, mentor, and manage a team of back-office support agents aiding gaming customers.
- Manage day-to-day operations, ensuring team KPIs and SLAs are met or exceeded.
- Drive team engagement and motivation through regular team-building activities and performance recognition.
- Conduct regular 1-on-1 meetings with team members to provide coaching, feedback, and career development support.
- Monitor and manage individual and team performance, providing actionable insights and support where needed.
- Do Root cause analysis, Workflow management, Reporting, Succession planning, Business continuity, staffing & scheduling
- Collaborate with quality assurance, training, and operations to ensure continuous improvement in service delivery and customer satisfaction
- Take ownership of team attrition and implement strategies to improve retention and employee satisfaction.
- Identify process inefficiencies and drive initiatives to enhance productivity and customer satisfaction.
- Manage and participate in departmental projects, ensuring timely and successful execution.
- Ensure all team members adhere to company policies and procedures.

**Key Requirements**:

- Minimum 1 year of experience as a Team Leader in a customer support environment, preferably in gaming customer support or tech support-related fields.
- Demonstrated experience in people management, coaching, and performance improvement.
- Strong understanding of back-office processes and support operations.
- Proven ability to lead team building, drive engagement, and manage attrition.
- Hands-on experience with project management and process optimization.
- Excellent communication, interpersonal, and organizational skills.
- Ability to work under pressure and handle multiple priorities effectively.
- Proficient in Microsoft Office Suite

**Preferred Skills**
- Online Gaming experience
- Familiarity with mobile, PC and Console games
- Knowledge or certification in Six Sigma concepts
- Project Management

**Job Types**: Full-time, Permanent

Pay: 1,200.00€ per month

**Experience**:

- Team Leader in Customer Support: 1 year (required)

**Language**:

- English (required)

**Location**:

- Lisboa, Distrito de Lisboa (required)

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