customer support team leader (m/f) em lisboa

data de publicação
mafalda figueiredo, randstad portugal
tipo de emprego
candidate-se agora

detalhes da oferta

data de publicação
Tecnologias de Informação
tipo de emprego
número de referência
mafalda figueiredo, randstad portugal

oportunidade de emprego

Randstad Professionals is the company of Randstad focused on the recruitment of Middle & Top Management.
Our client is a company which is a reference on the IT sector who is looking for a Senior Quality and Training Specialist.


Ideal Profile:

- Fluency in English is mandatory (French or German are a plus);

- Ideally minimum of two years of experience managing support teams in a fast paced customer support
environment, ideally in one of these areas: callcenter, service industries, tech company (SaaS is a plus);

- Experience using Zendesk or other customer support ticketing systems;

- Experience in managing teams of 10 to 15 agents - mostly being able to motivate and coach team
members in a high pressure/volume environment;

- Strong Leadership skills you will need to develop and motivate people while also having to request
your team to hit ambitious productivity and quality metrics, so strong leadership, team building and
interpersonal skills will be key for this role;

- Demonstrated background in solving complex customer problems and on creating solutions for
problems (that might not have been encountered before);

- Strong stakeholder management and experience on working with tech teams (developers, engineers,
product managers);

- Great communication skills and ability to interact with internal and external stakeholders.

principais responsabilidades


- Manage a team of 10 to 15 agents;

- Support daily operations through operational oversight and analysis, assuring all requests are processed
within agreed SLA/KPI;

- Train, mentor, and guide your team to strengthen quality and efficiency metrics;

- Conduct regular 1:1 and coaching sessions with your direct reports;

- Provide regular and actionable feedback;

- Partner with QA team and perform regular Quality Assessment;

- Partner with Training team and deliver regular refreshers on product/process updates;

- Drive performance improvement plans for your team and overcome issues through coaching and
practical solutions;

- Handle escalations of more difficult support interactions;

- Ensure Customer Satisfaction: provide best in class service to ensure and assure everyone in your team
has a customer-first mentality;

- Manage scheduling, attendance, and general administration tasks;

- Drive continuous process improvement to deliver a consistent first-class experience;



- Opportunity to be involved in an attractive project.