Team Manager

Há 4 dias

Lisboa, Portugal BrightBe.e Tempo inteiro

**Team Manager (English), Lisbon**:
We are recruiting for a leading multinational technology business that is looking to recruit an English speaking Team Manager for their offices in Lisbon..

**What you will be doing**:

- Use excellent Client Management skills and meet all SLA’s/KPI’s, come up with a detailed CAPA in case of any miss and avoid any such instance
- Guide TLs and raise any risk and work towards mitigating it rather than missing any SLA/KPI
- Direct & supervise team to achieve assignments using established guidelines, procedures and policies
- Plan, organize and prioritize work efficiently, implement strategies to successfully manage the day to day operations
- Set a healthy environment in the team and positive mind frame in the individual
- Involvement in Hiring & staffing for the segment
- Work with team across globe with different stakeholders, track/report daily volumes and quality stats to the delivery manager and other stakeholders
- Responsible for managing a team of 2+ Team Leaders, mentor and groom the TL’s as per the career growth options
- Motivate and drive the team to ensure timely deliverables0
- Collate, present Weekly Business Review dashboard to client
- Execute a comprehensive quality assurance processes
- Coordinate with non-operations team to make sure smooth BAU
- Should work with the PeX team on transformation and innovation index on the top
- Maintain a tracker at all levels (client updates, performance management etc.)
- Maintaining attrition & making sure the backfills are available on time avoiding the business impact.

**Who you are**:

- Native/fluent in English, both oral and written
- Holder of a Bachelor’s/Master’s Degree in related field
- Minimum of 1 or 2 years working experience in Team Management in BPO industry is essential
- Proven work experience from contact center environment managing a team of minimum of 70 agents (or managing large teams with 2-3 Team Leaders) is a must
- Strong communication skills - ability to work closely with internal staffing clients and communicate complex analytics in a structured and clear manner
- Project Management skills and excellent conflict management skills
- Strong Presentation and Data Analysis skills
- Multiple stakeholder management and Forecasting skills
- Feedback & Coaching skills
- High degree of problem-solving and analytical skills with strong attention to detail required
- Ability to work in a fast-paced, constantly evolving environment under pressure and manage critical situations with mínimal supervision
- Excellent client interfacing and process management skills
- Customer service orientation and ability to work in a team
- Able to work in 24/7 shifts with rotational weekly offs if needed.

**What you will find**:

- Excellent remuneration package based on experience, skills and performance
- Be part of a dynamic and creative team with positive and friendly atmosphere
- Guidance and tools to reach your full potential
- Meal allowance
- Private health insurance
- Relocation support.

**What are you waiting for?**:
Send us your CV with reference - TM_EN_LI

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