Detalhes da oferta
The Team Leader role is a supporting function to the Operations Manager for an account and helps ensuring that it achieves and exceeds contractual goals and customer satisfaction.Key Responsibility:
Managing a team of 20 to 25 people.
To understand the complete process and its SLA.
Ability to understand the CTQ parameters that affect the process and work on them.
Ability to gauge the caliber of agents and train them accordingly
Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition
control) that may be implemented from time to time to improve efficiency.
Ensure that the internal/external targets are met and the team shows continual improvement month on month.
The role holder will be accountable for self-performances of the team he is aligned to.
Communicate effectively with the client to resolve issues and disseminate updates on the floor.
Client, Customer & People Management
Effective performance planning for self and team and time management and skill to self-organize.
Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations
Handle escalations for the team
Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational,
Admin, IT and HR issues
Timely closure of all processes and other requirements for self and Team.
To lead a team's available resources in order to deliver a quality service to customers in line with agreed service
standards
Quality and Process Improvement Initiatives
Ensure feedback for the process/Continuous Process improvement.
Team's Career Planning/manage team performance & expectation
Evaluation of operational practices and procedures.
Participate in client call, calibration calls
Good excel and presentation Skills
Which requirements are we looking for? Which of your abilities will be needed?
- Salary above average;
- Monthly meal allowance;
- Great multicultural working environment.
Does the role appeal to you? Are you the talent we are looking for? Let us reach you! Submit your application, and the journey will begin.
Competências:
Desired Skills:Excellent oral and written communication skills in English
Should be willing to work in shifts along with the team in customer business time.
Overall should be a good team player with willingness to learn and drive to achieve.
Practice and focused on Metrics.
Good Excel skills and Reporting knowledge
Should be able to drive Continuous Improvement in process.
Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
Awareness on SLA/SLO Metrics
| Distrito | Lisboa | ||||||
|---|---|---|---|---|---|---|---|
| Sector de actividade | Comércio, Vendas e Serviços | ||||||
| Tipo de contrato | Full-time | ||||||
| Tipo de oferta | Emprego | ||||||
| Contactos |
Randstad Portugal
Avenida da República, 26 1069-228 Lisboa Portugal
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