Contact Center Team Lead with Portuguese and Spanish

Reporting to the Supervisor, the Team Lead must perform the following functions:
- You will be responsible for the team management, focus audit on agents' performance, 1:1 conversations and follow up's
KPI's analist
- Further you will daily prepare reports based on KPI's and reporting of results
- Analytical profile of results, daily, weekly, monthly, quarterly and annual
- In addition you will create and maintain internal work instructions, as well as preparation and definition of mateiral support and help
- You will be in charge for the selection of personnel and initial training for new hires and continuous training
- Ensure compliance with the procedures and guidelines established in relation to operational standards, quality and GDPR
Maintenance and update of the internal procedures of the Department
- You will cordinate with the different business areas to ensure that the implemented processes/procedures are aligned
Agents Support, Resolution of doubts in relation to the procedures
- Coordination with the team leaders in Spain, of the work and schedules of the teams, monitoring of tasks and control of absentee

- You have a Bachelor Degree or provable previuos experience in similar role
- Worked in Contact Center for min 5 years and 2 years managing teams
- Your level on Portugues and Spanish is native/bilingual, English is highly valued
- Extensive knowledge in Microsoft Office Tools (Advanced Excel Office is a must)
- Further you have previous experience in call management telephony platforms and CRM's
- You have availability to do some Stand By shifts on rotation saturdays and bank holidays
- Strong team work commitment, highly oriented to targets and objectives suit your profile, as well as strong customer focus and dedication to client service

- Long term contract
- Other benefits