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Polish Team Manager - Lisbon, Portugal
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Customer Service / Call Center
LisbonLocation
Lisbon
2 months ago
Posted date
2 months ago
Mid-levelMinimum level
Mid-level
OtherJob category
Other

Come and work with us.

 

We are looking for a talented and accomplished Polish Team Manager to be responsible for supervising an assigned team to meet or exceed client / corporate goals, and for coaching and motivating advisors by providing the skills and knowledge to perform their job.

 

Our client is a world market leader gaming brand of home video game consoles and production company.

 

As a Team Manager in this project, your daily responsibilities will include:

  • Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
  • Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
  • Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
  • Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
  • Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
  • Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
  • Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
  • Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development. 
  • Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.
  • Ensure accurate and timely communication of any client/campaign issues to Operations Manager.
  • Ensure appropriate actions are taken to improve client satisfaction survey scores.

 

To succeed in the role, you will need to have:

  • Native or proficient Polish (mandatory)
  • Advanced level of English (at least C1) both verbal and written
  • Availability to work fully from Santos (Lisbon) site - mandatory
  • Schedule from Monday to Sunday - 8am to 7pm
  • Evidence of effective interpersonal, coaching, and leadership skills. 
  • Excellent telephone, keyboard, verbal and written communication skills. 
  • Good numeric and verbal reasoning skills. 
  • Effective time management.
  • Ability to organize and prioritize, set priorities and multi-task.
  • People oriented
  • Experience with policy work
  • Early adopter of technology
  • Dependable, reliable and able to perform duties with minimum supervision
  • Ability to interact positively with staff at all levels
  • Must hold EU citizenship or valid work permit for Portugal
  • Be a local candidate or willing to relocate to sunny Lisbon, Portugal

 

Education and experience

  • Bachelor’s degree or directly related work experience
  • Previous relevant experience as Team Manager

 

Benefits.

 

  • Competitive wages
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance (after six months of employment)
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our EverBetter wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture

 

Go further with Foundever™

 

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

 

Apply today!

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JOB SUMMARY
Polish Team Manager - Lisbon, Portugal
Lisbon
2 months ago
Mid-level
Full-time