Portuguese Operations Team Lead

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