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Team Leader Contact Center (M/F)

2022-12-26 Loures, Lisboa Call Center, Apoio Ao Cliente Ref: 241-000758-1

Adecco SSC team is dedicated to the recruitment and selection of professionals for direct contracting by its clients. We work with companies from the most diverse sectors and look for candidates for all types of functions and levels of qualification.

We are currently recruiting a Team Leader (M/F) for our client in Loures, Lisbon.


Funções

• Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to identify performance improvement areas in processes and behaviours
• Lead, coach and follow up individual development to empower team members through knowledge, trust and motivation, thus building business competence, securing succession and enhancing the quality of soft-skills in the customer meeting
• Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goals
• Identify improvement needs in the work environment thus contributing to create a great place to work
• Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximising business outcomes
• Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers


Requisitos

• Minimum 1 year of experience in leading and/or influencing co-workers Strong knowledge of the omnichannel customer meeting (within Sales or Resolutions)
• Good knowledge of change management and understanding of key factors for a successful change initiative
• Broad knowledge of the Remote Customer Meeting Point business and the business goals
• General knowledge of the people planning process and the recruitment process as well as understanding how to contribute to these
• Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and clear ways of working)
• Ability to solve problems and handle conflicts
• Ability to empower others to achieve set goals, using individualised techniques that trigger motivation and development
• Ability to analyse risks and consequences of a change initiative
• Ability to assess and improve quality
• Formal qualifications in Sales, Customer Service or equivalent
• Minimum 3 years of experience in a customer facing role within contact centre
• Fluent in English, verbal and written


Oferta

Offer:
- Work contract with our client
- Competitive Salary
- Hybrid working method
- Schedule: Monday to Sunday - Rotative Schedules


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