Team Lead - Service Delivery Lisbon PNS

Descrição:

2024-04-16 Full time Contrato direto com o cliente We are recruiting a Team Leader (Operations) for one of our clients in Lisbon. You are responsible for and own the delivery of service and service metrics to client as per contractual agreement, while managing all aspects of the team’s strategy, forecasting and delivery of execution excellence regarding the assigned workflows and reporting directly to the Service Delivery Lead. You will own the future growth of the established team. People management, motivation, engagement and accountability are a key function of this role. Main Responsibilities / Account abilities : Responsibility for maintaining and developing key client relationships Responsibility and ownership for the delivery of service and service metrics to client Responsible for supporting quality programs Responsible for embedding new processes and workflows into the team Drive continuous improvement and value add initiatives Responsibility for meeting the obligations established within the contract Allocating resources and responsibilities across the team to deliver business results and develop team members Responsibility for team members’ formal evaluation processes including career development, salary review and performance management Who we are looking for : 6+ years’ experience managing teams in an outsourced / operations environment with multilingual teams Management of large teams Multi party management i.e. subcontractors, client, other vendors etc. Demonstration of ability to meet SLA’s / metrics Revenue / financial management Strong organizational, multi-tasking, and time-management skills Excellent negotiation, influence, mediation and conflict management skills Ability to work in a process-driven high demand environment Service focused with ability to meet targets on a continuing basis Proven focus on Continuous improvement and adding value to clients Proven experience managing matters involving sensitive and challenging user-generated content with good judgment, discretion, and sensitivity. What we offer : Direct contract with the client Growth opportunities Health insurance Flexible Benefits Bonus Telecomunicações e Contact Centers Contact Center 88025 Lisboa - Lisboa A empresa está autorizada a exercer a atividade de trabalho temporário pelo Alvará 783 / 15 emitido em 1 de Setembro de 2015 pelo Presidente do Conselho Diretivo do Instituto de Emprego e Formação Profissional. O exercício da atividade de recrutamento e seleção está devidamente autorizada pelo Instituto de Emprego e Formação Profissional, constando do Registo Nacional de Agências, previsto no artº 19º do DL 260 / 2009, de 25 de Setembro, com as respetivas alterações. Os candidatos devem ler a Política de Privacidade no nosso