Micael Santos
Operations Director at Teleperformance Portugal
To have an international job in the fastest growing company in Portugal. Build a career in a multicultural team with 95 nationalities. This is the story of Micael Santos, Operations Director at Teleperformance Portugal.
“In spite of the company’s growth, we maintain humility and teamwork as one of the main focuses”.
Age – 34
Teleperformance Portugal’s employee since 2009
International job – tell us about the positions you have held so far and how you have been able to build your career.
I started in the company in 2009 as CSR in a project in Infante Santo, after about 4/5 months I took on the role of Team Leader, in that same project with the areas of Retention / Management of Complaints.
After 6 months in the indicated function/project, I went to a collections project where I assumed the function of Team Leader and later as 1st Line Manager, for about 2 and a half years.
After that, I started ACM functions in a CEM area project for about 1 year, transferring to the same project later, but in Setúbal, where I stayed for about 1 year and a half. With the opening of a new technology project I was allocated to it with the function of ACM, a role that I exercised until my promotion to CCM. Today I am Operations Director.
What’s your assessment of this journey?
The balance is very positive, where I highlight the personal and professional evolution. Throughout this journey, I had the opportunity to embrace various projects and invest in this career, having an international job. One of the strengths of this business area is, without a doubt, the dynamics of everyday life.
Any special moments that you would like to reveal to us in your career within the company?
I think that the first “promotion” as Team Leader was probably the most remarkable moment. That moment was the most special, since I had just been in the company and had never thought about making a career in this area. Our experience is essential when we are committed to providing unique experiences to our customers.
In your opinion, what is the attitude that our CSRs should adopt in order to make each of the clients that contact us feel truly special?
The secret, in my opinion, is to take each call as a new/special call, regardless of the previous call.
The CSR should serve customers as it would like to be served itself. This is an international work in its true sense and our employees can use this multiculturalism to grow and provide better customer service.
We were considered for the 9th time as one of the best companies to work for in Portugal by the Great Place to Work. In your opinion, what factors make Teleperformance the best company to work for in Portugal?
Despite the company’s growth, we maintain humility and teamwork as one of the main focuses.
In addition, the entire structure of the company is focused on the well-being of employees, thus ensuring that everyone can really do their job close to their teams.
Profile:
The quality you most value in others – Modesty
The characteristic you least like – Falsehood
Your favorite music – Muse – Neutron Star Collision
When you were a child you wanted to be…A football player
What makes you happy -Doing something that fulfils me
Your motto – Never back down
What is your most striking characteristic – Persistence
What is your favourite hobby? – Playing ball
What talent would you most like to have – To see the future
Success is a question of…Work and dedication
A film – Intouchables
A vital book – I’m not much of a reader, but as it’s a classic I would say “The Little Prince”
An unforgettable place – Madrid
A childhood memory – Move from France to Portugal
A dream trip – French Polynesia
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