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Team Leader (M/F)


09.09.2019 | Lisboa | Referência: 1993710




A ManpowerGroup recruta:

Team Leader(m/f)

Descrição da empresa:
ManpowerGroup, Worldwide leader in Human Resources is recruiting a Team Leader to work in Lisbon.

Local de trabalho:


Descrição de funções:


Monitors and recommends/implements ways to improve customer satisfaction;

Evaluate team members to confirm appropriate call process is followed Implements and provides input to development of service strategies, operational guidelines, and process reengineering;

Identifies training requirements and makes recommendations. Coordinates delivery of training, as appropriate, coaching and developing the Agents;

Responsible for overseeing contract resources;

Manage all Agents on the shift, ensuring a high quality, customer-focused service by all team members;

Ensure, according to procedures, client questions/issues/queries are identified and solved or are raised to the appropriate level;

Maintain close linkage to coaches to drive operational success;

Understands organization priorities, needs and plans;

Create customer service mindset within the team by reacting to client requests/queries in a timely manner;

Actively contributes to the development of new or changed processes and procedures in CRM delivery;

Demonstrates positive influence that motivates team and gears it towards high quality service delivery;

Coordinates activities of less experienced or less knowledgeable team members;

Recommends and implements improvements to routine tasks within their team;

Assumes additional responsibilities as assigned.



Minimum of 2 years relevant experience with one year or more of previous team lead/supervisor experience in an inbound/outbound call center environment;

Fluent in English, German, Turkish or Russian;

Good MS Excel Skills;

Ability to analyze data and identify trends & forecast potential problems or opportunities;

Strong leader and coach;

Able to give guidance to a support team (training, quality focal and agents);

Excellent presentation skills;

Problem solving (Identifies anomalies and reports recommendations to management);

Is highly professional in their communication, articulate and is able to liaise with the external customer;

Prioritizes work to meet multiple deliverables and deadlines;

Good Customer Service to identify needs and requirements of business units supported;

Project management with ability to work independently.