Call Center Team Manager native portuguese / Madrid, Espanha

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Call Center Team Manager native portuguese (role based in Madrid, Spain)

Our client, an important assurance company, is looking for a Call Center Team Manager native portuguese.

THE ROLE

This role will manage all operational aspects of the Customer Service and Telemarketing unit, which at present has over 5 direct and 2 indirect staff in total and growing.

Key Responsibilities:

Reporting to the local Claims & Service Manager, she/he will be responsible for the operational capability and results of the Customer Service unit for the Portuguese market. This encompasses managing the existing Phone and Mail Customer Service team, as well as assessing and adapting the current capacity to the business’ growth requirements. The key responsibilities include:

• Ensuring operational capability is aligned with business growth.
• Creating and ensuring all processes are in line with the company requirements such as quality standards or quantitative SLAs.
• Ensuring the operation meets or exceeds budget expectations.
• Monitoring the performance of the Customer Service team and ensuring adherence to all Key Performance Indicators (average call length, service levels, turnaround time for written queries, productivity, etc.).
• Recruiting and optimizing skilled resources.
• Developing ongoing action plans to improve performance standards.
• Provide all relevant stakeholders with the relevant Management Information regarding the area’s performance.
• Manage and develop direct reporting staff (Team Leader).
• Develop and maintain agents incentive plans targeted and within budget, and ensure agents are coached and their performance managed through regular and structured reviews.
• Any ad-hoc business requirement as determined by the Claims & Service Manager.

REQUIRED SKILLS & EXPERIENCE:

• Over 3 – 5 years call centre experience.
• Proven experience of managing small to medium sized teams.
• Demonstrated ability to create and improve processes and procedures to increase Customer Service quality.
• Strong interpersonal skills and the ability to influence at all levels.
• Commercially driven, extremely open mind and outgoing.
• Native Portuguese and English is required, Spanish desiderable

This vacancy is based in Madrid, Spain. Those that are interested, please send me your CV to Elisa Miguel elisa.miguel@jobandtalent.com

Fonte: jobandtalent

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