BPO Team Leader with Portuguese
As a new BPO Team Leader with fluent Portuguese for our client, you will oversee a team of up to 25 Associates, striving for exceptional customer service delivery across multiple channels, including email, voice, and chat. Your primary objective is to ensure that your team is knowledgeable and delivers top-tier customer service in an accurate, courteous, and consistent manner. You will provide support, guidance, and daily management to your team, serving as both a leader and a role model.
This role requires near immediate availability to join.
Key Responsibilities:
- Team Coordination: Lead and manage a contact center team dedicated to delivering high-quality support for leading international airlines, travel, and tourism clients.
- Leadership: Supervise a team of up to 25 Contact Center Representatives, including Supervisors, ensuring the project meets client expectations and SLAs.
- Coaching and Development: Mentor agents and their Supervisors, fostering teamwork and performance excellence.
- Performance Management: Monitor and manage operational KPIs while focusing on the teams potential and needs.
- Client Interaction: Communicate with clients and the management team, presenting performance improvements and process enhancement proposals
- Escalation Management: Identify and escalate critical process or client-related issues, providing recommended solutions.
- Adaptability: Thrive in a dynamic environment, demonstrating flexibility and quick adaptation.
- Reporting: Manage performance indicators and reports effectively.
- Problem-Solving: Act independently to resolve issues with a customer-focused approach.
Work schedule: Monday to Friday, 10.00 to 19.00
What is on Offer:
- Attractive salary
- Meal tickets (25 RON per day)
- Private medical insurance
- Transport reimbursement
- Career Growth: Opportunities for career development within an international team.
Apply today and lead a dynamic team dedicated to delivering excellent customer service in a supportive and evolving environment!
Required Qualifications:
Language Proficiency: Fluent in Portuguese (minimum C1 level in speaking and writing) and solid knowledge of English.
Management Skills: Proven experience in people and team management roles.
Industry Experience: Previous experience in airlines, travel, tourism, or BPO/SSC environments is advantageous.
Technical Skills: Knowledge of booking software such as Galileo or Amadeus is a plus.
Experience: At least 2 years of experience as a Supervisor or Team Leader managing at least two processes.
