2023-10-19 Lisboa Call Center, Apoio Ao Cliente Ref: 241-001048-1
Are you a German speaker looking for a new challenge in sunny Lisbon?
We are currently recruiting a Customer Service Team Lead, for our I-Gaming client for the office in Parque das Nações, Lisbon.
To lead, coach and performance manage a team of Customer Support Advisors and Senior Customer Support Advisors. To plan and monitor the day to day performance of the customer support operation for the Interactive and Retail business including proactive and reactive responses.
Overall accountability and responsibility for the team’s performance.
Responsible for direct leadership, supervision, development and engagement of 16-22 Advisors and Senior Advisors to deliver excellence in Customer Service.
Monitor and deliver individual and team performance and development reviews.Conducts regular one to one to one meeting with team members.
Responsibility for achieving and reporting on Operational KPIs: service levels, handle times and abandonment levels.
Work with the Contact Centre Manager to oversee the training and development of all employees.
Maintain a team Quality & Assurance score that meets the department KPI for each period outlined in the annual objectives.
- Fluent in German and English;
- Previous experience in team leading a team of customer service.
- Good comunication skills.
- Direct contract with the client company;
- Base Salary + Food allowance + Annual bonus;
- hybrid working method (2 days at home);