Supervisor night shift – AI research and deployment in Lisbon

What you can expect

Supervisors are the leaders responsible for developing teams of assigned Customer Service Representatives (CSR´s) to meet and exceed performance targets and expectations, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, coaching, support, motivation and education on a day-to-day basis.

What you'll do

• Proactively maintain and deliver the required service levels to maximize the productivity in the team to ensure the desired operational margin;
• Act with initiative, make things happen and accept responsibility for the results;
• Conducting T4I weekly meetings (Team for Involvement, Improvement, Innovation, Increased KSAT);
• Provide “real time” support to CSR´s on transactions handling – floor walking support;
• Implementing company-wide management-approved strategies;
• Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions);
• Ensure all TP processes, procedures and policies are fulfilled, including but not limited to GDPR – General Data Protection, Regulation, GECSP – Global Essential Compliance, Information Security Policies, HR, etc.;
• May perform other duties as requested not specifically addressed in this document.

What you'll need

• Fluency in written and spoken English is essential for this role;
• Higher Education Degree (preferential);
• Experience in a contact center or customer service environment.
• Excellent written and verbal communication skills with the ability to deliver clear messages;
• Strong attention to detail to ensure information is complete and accurate.

Benefits

• Health Insurance from the moment you join our team;
• Enjoy daily free healthy meals in our cafeterias, including soup, bread, salads and fruit;
• Access language courses, sport activities and social events;
• Grow with us through our initial and continuous training and personal development;
• Easy public transport access to our offices.