Portuguese Operations Team Lead
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Job Description
NOK Human Capital is hiring Portuguese Operations Team Lead for IntouchCX a global BPO leader in customer support industry.
Job Responsibilities:
Manage and supervise production staff in compliance with company standards of conduct and local HR compliance regulations including Payroll and Hours Management Coaching & Development Process and Policy Adherence
Ensure proficient training professional development and employee engagement is sustained in order to prepare grow and retain employees
Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements by providing optimum quality & service
Interpret and analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
Develop solutions strategies and action plans to improve business performance and client success
Use critical thinking to investigate and develop solutions to address ad hoc issues
Motivate the team through relationship building and realtime coaching
Develop and deploy incentive programs to motivate agents to achieve desired outcomes
Coordinate changes in staffing schedules by collaborating with the Operations Support team/and or Workforce Management team
Requirements:
1) 1 years at least experience as a TL
2) Advanced English & Portuguese
3) Must have experience dealing with escalated issues in a call center capacity
4) Ability to work a variety of shifts including days evenings and holidays
5) Possess exceptional time management organizational and prioritization skills to complete work in a timely manner
If you match the above criteria send your CV to mentioning Portuguese TL in the subject line
Remote Work :
No
Employment Type
Full Time
