Job Description
We are looking for a Contact Centre Supervisor / Team Leader to oversee and coordinate first-line support operations within an outsourced service environment. This role is responsible for monitoring team performance, ensuring compliance with operational procedures and service levels, and providing day-to-day guidance to contact centre agents. The service includes telephone and email support in both Portuguese and English, as well as the use of contact centre, incident management, monitoring, and operational control platforms.
Key Responsibilities
- Supervise the daily operation of the Contact Centre.
- Monitor operational activities and service level performance.
- Track individual and team performance, ensuring operational targets are achieved.
- Distribute, coordinate, and prioritize tasks among team members.
- Provide functional support to operators and clarify operational procedures.
- Ensure the correct application of scripts, processes, and service requirements.
- Monitor urgent, recurring, or complex incidents and ensure proper escalation when necessary.
- Review and maintain the quality of records, communications, and customer responses.
- Utilize contact centre, telephony, multichannel, monitoring, and reporting platforms.
- Promote team motivation, collaboration, and professional development.
- Manage conflicts and effectively handle high-pressure situations.
- Ensure compliance with confidentiality, access control, data protection, and information security requirements.
- When necessary, perform operational duties and support customer interactions directly.
