Contact Centre Supervisor / Team Leader - Lisbon
Core
Oversee and coordinate first-line support operations within an outsourced service environment, monitoring team performance and ensuring compliance with operational procedures.
Role type
Contact Centre Supervisor / Team Leader
Builds
Telephone and email support services
Domain
Customer Service / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
Team performance monitoring, Operational procedure compliance, Task distribution and prioritization, Incident escalation, Quality assurance, Conflict management, Multichannel support management, Reporting and operational management tools
Preferred skills
Microsoft Office Suite, Productivity tools
Technologies
Contact centre platforms, Telephony systems, Multichannel platforms, Monitoring and reporting tools
Responsibilities
Supervise daily contact centre operations, Monitor service level performance, Track individual and team performance, Distribute and prioritize tasks, Provide functional support to operators, Ensure correct application of scripts and processes, Monitor and escalate complex incidents, Review quality of customer responses, Promote team motivation and professional development, Manage conflicts and high-pressure situations, Ensure compliance with data protection and security requirements
Seniority
Mid-level, hands-on management