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Your role will involve working as a team leader for a team of 15 Customer Service Representatives. You will be responsible for this team’s success and continuous improvement. Your duties will include ensuring the accomplishment of internal objectives, motivating your team, and managing them on a day to day basis. You will lead a team of market analysts, monitoring their productivity and quality KPI's according to project strategies.
You will prepare training materials and contribute to the development of the team, preparing analysis and reports regarding collected data, and liaising with other departments, you will help ensure the successful performance of the project.
The client is a worldwide leader in customer experience management, with around 4,000 employees covering 50 countries, in 25 different languages. This company has been named continuously as one of the best companies to work for in Portugal. The company offers free subsidized shared accommodation, meaning that there are no rent costs, which boosts the value of the already generous salary, offering a high standard of living in beautiful Lisbon.
This role would be excellent for someone with experience in a similar role who are seeking to improve their skills and experience.
Fluency in Dutch and English, both written and spoken is essential. Good knowledge of marketing or digital marketing would also be an advantage. Proven experience in managing contact center Customer Service Representatives’ teams is also vital. You must also have excellent negotiation skills, and knowledge of Microsoft Office.
The ability to coach and motivate the team, and the ability to make quick and rational decisions under high levels of pressure is also essential. You must be communicative, able to take the initiative, motivated, and able to make quick decisions under high levels of pressure.
You will also be responsible for ensuring the accomplishment of KPI’s and developing action plans for continuous improvement, so previous experience in these areas would also be an advantage.
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