We are looking for a Contact Centre Supervisor / Team Leader to oversee and coordinate first-line support operations within an outsourced service environment. This role is responsible for monitoring team performance, ensuring compliance with operational procedures and service levels, and providing day-to-day guidance to contact centre agents. The service includes telephone and email support in both Portuguese and English, as well as the use of contact centre, incident management, monitoring, and operational control platforms.
Key Responsibilities
- Supervise the daily operation of the Contact Centre.
- Monitor operational activities and service level performance.
- Track individual and team performance, ensuring operational targets are achieved.
- Distribute, coordinate, and prioritize tasks among team members.
- Provide functional support to operators and clarify operational procedures.
- Ensure the correct application of scripts, processes, and service requirements.
- Monitor urgent, recurring, or complex incidents and ensure proper escalation when necessary.
- Review and maintain the quality of records, communications, and customer responses.
- Utilize contact centre, telephony, multichannel, monitoring, and reporting platforms.
- Promote team motivation, collaboration, and professional development.
- Manage conflicts and effectively handle high-pressure situations.
- Ensure compliance with confidentiality, access control, data protection, and information security requirements.
- When necessary, perform operational duties and support customer interactions directly.
Education
- Bachelor's degree (mandatory minimum academic qualification).
Professional Experience
- Minimum of 3 years of experience supervising and coordinating customer service or contact centre teams.
- Proven experience in contact centre operations and performance management.
Technical Skills
- Experience using contact centre platforms for:
- Telephone support
- Email support
- Multichannel customer service
- Operational monitoring and control
- Knowledge of service level management and quality assurance processes.
- Experience with monitoring, reporting, and performance-tracking tools.
- Strong proficiency in:
- Microsoft Office Suite
- Productivity tools
- Reporting and operational management tools
Languages
- Fluent spoken and written Portuguese.
- Fluent spoken and written English.