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Bilingual Supervisor for Digital Marketing Project - French/Italian (m/f)

French
French

Bilingual Supervisor for Digital Marketing Project - French/Italian (m/f)

Lisbon

Your Role

Dynamic sales project with strict SLA´s in place. High performing operating environment with a committed team of agents. This client requires a lot of dedication and the supervisor is expected to provide 100% coaching effort to the agents on a daily basis, following TOPS and client procedures and practices. 
Your day will be spent coaching and motivating the agents to achieve all SLA´s - attempt success and conversion rate. 
SMART goals need to be in place for any outliers and the sales strategy for the team needs to be followed and implemented daily.

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.

Your Profile

  • Higher Education Degree (preferential);
  • Bilingual Proficiency( UK + Italian or UK+ French);
  • 2 Years Call Centre Supervisor experience; 
  • Experience in Sales or Outbound campaigns desirable;
  • Previous Knowledge of high pressure working environment;
  • Demonstrated ability to coach, improve performance and develop individuals;
  • 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;
  • Passion for service and developing customer loyalty;
  • Strong multi-tasker and great stress/pressure management skills;
  • Sensitivity toward corporate needs, employee goodwill, and public image


Our Offer

  • From Monday to Friday;
  • From 08:00 to 17:00;
  • • 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;
  • • Relocation package;
  • • Annually complementary return flight to your home country (within Europe); 
  • • Free Portuguese language courses, sport activities and organized events.


Teleperformance Portugal (EN)

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. 
Our team is multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards. 
We are trusted with billions of unique interactions worldwide and we want you to be part of it.


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