Senior Team Leader

bout Webhelp

Webhelp is a French multinational BPO company that is making business more human for the world’s most exciting brands.

By choosing Webhelp you will be part of a family of over 100,000 game-changers from more than 140 locations in 55 countries.

Join us at Webhelp Portugal and you will have the opportunity to be part of a multicultural team, a fast-paced environment, and a diverse pool of engaging projects with some of the best B2C and B2B brands worldwide.

About the job role:

For the position of Team Leader, we are looking for someone who will have overall knowledge of customer technical procedures. Will handle team projects, being responsible for the customer objectives and needs leading his team to be able to deliver the service asked.

As a Team Leader, you will:

• Motivate as a  leader, controlling turnover and retaining potential and motivated team members
• Monitor and report team performance (correct call treatment, case treatment.)
• Give advisors feedback on their performance to improve and motivate their daily work
• Develop strategies for improvement of results
• Distribute tasks between agents and coaches managing the work calendar
• Make sure processes and procedures are up to date.
• Offer support in critical problems (case escalations, emergencies, customer complaints).
• Take care of logistic problems (office supplies, general working conditions).
• Perform other tasks/duties as assigned by management depending on service needs
• Collect metrics, analyze these, and report to customer/management/quality team.
• Provide other reports to management, as needed.

We are looking for:

• Proficient in English (C1/C2)
• 1 year of previous experience in managing a team (CC is a plus)
• Ability to adapt to a fast-paced industry
• Strong analytics skills
• Excellent guidance & coaching skills
• Good communication skills

We’ll be a great match if you:

• Have excellent Customer Care skills
• Team-building abilities: capacity to motivate and inspire people
• Good organizational capacity
• Are a team player and empathetic, flexible

We offer you:

• Competitive base salary according to experience
• Meal allowance paid in voucher card (7,23€ net per working day)
• Transportation allowance
• Performance-based bonus
• Private Health Insurance with a dental care plan
• Hybrid Work Model Culture
• Continuous development and career growth opportunities on a local and global level
• Relocation package: shared accommodation and flight reimbursement

Life at our company:

• Work in a diverse environment with people from over 58 nationalities
• Benefit from our modern amenities, many discounts in local businesses, free language courses, doctor on-site & remote, mental health check and appointments, and diverse company events.
• We promote inter-company mobility to work at any of our sites around the world.

All submissions will be treated confidentially under the General Data Protection Regulation.

Webhelp Portugal is an equal opportunity employer.

Webhelp considers diversity as a fundamental resource and it offers everyone access to employment opportunities, regardless of their gender, age, religion, ethnicity, or any other classification protected by applicable national laws.

Apply here https://bit.ly/3Eq1UTo or send an email to job.lisbon@pt.webhelp.com