Portuguese / Spanish Team Manager - Customer Support for a major Hotel Group

Teleperformance Portugal is part of the Teleperformance Group, worldwide leader in Customer Experience Management and shared services for international markets. With a team of 10 000 employees, from 84 nationalities, we provide services in 35 languages. Our job is to connect the biggest and most respected brands on the planet with their customers, bringing solutions and always making sure that each interaction matters.

Teleperformance Portugal was considered nine times the best company to work for in Portugal by the Great Place to Work Institute and the winner of the “Young Talents Attraction” Award in 2019. Furthermore, we were awarded five times by Exame magazine as one of the best companies to work for in Portugal and the best company within our sector. Also, our company was the fast growing company in Portugal in the past three years by Expresso, Informa D&B and Deloitte.

We are looking for Customer Service leaders who will be responsible for a variety of tasks, all of which play a key role in delighting our customers and maintaining customer loyalty and satisfaction. The Supervisor must be able to educate, coach, motivate, and encourage associates to succeed and solve customer issues. Among the other daily responsibilities of this position, the Supervisor will model and teach our brand’s core values, fostering a customer centric culture and servant leadership.

Responsibility

• Educate, motivate, lead, guide, and direct all assigned associates to reach their highest potential both in terms of service metrics and career goals;

• Be a relentless advocate for our customers and their issues. Never rests until they have resolved the customers issue and regained their confidence in our brands;

• Assist in building a highly skilled team through participating in interviews and hiring decisions;

• Ensures both individual and team productivity, manages performance, provides floor assistance and real-time coaching;

• Monitor contacts to identify areas of opportunity to improve performance, customer experience and ensure that SOP’s are followed;

• Analyze data to identify performance trends and opportunities for continuous improvement;

• Work with associates to create meaningful development plans and deliver feedback;

• Resolves customer escalations as needed;

• Work with Account Manager to escalate issues.

• Fluency in Portuguese and Spanish (C2 or native) (mandatory);

• Fluency in English (B2 spoken and written);

• Experience in managing sales teams in a contact center environment (mandatory);

• Previous Customer Support experience;

• Fluency in a second language as Dutch, Polish, Russian, German, or Italian is a plus;

• Demonstrated ability to coach, improve performance and develop individuals;

• Previous experience with Travelling and Tourism (preferred);

• Must be able to effectively communicate (both verbally and in written form);

• Ability to work independently and in a team environment to accomplish a common goal;

• Ability to handle multiple tasks and requests while maintaining results in core job functions and responsibilities;

• Ability to accept and give feedback objectively to facilitate change within the organization in a positive manner;

• Good level of knowledge in Excel and MS Office;

• Strong multi-tasker and great stress/pressure management skills;

• Sensitivity toward corporate needs, employee goodwill, and public image.

• Excellent work opportunity in a dynamic leading multinational company;

• Possibility of cooperation with leaders in various industries;

• Stable work and career progression;

• Investment in training and personal development;

• Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;

• Health Insurance;

• Free organized sport activities and events every month.