About the job
Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.
About the Role:
A Team Leader will be responsible for leading a team of customer service representatives, driving their performance, coaching them, and encouraging their skills development.
Responsibilities:
- Facilitate & assist the team through individual coaching sessions and team meetings.
- Ensure daily monitoring of individual and team performance indicators to identify areas for improvement and implement the necessary action plans.
- Ensuring compliance with the company's internal rules and regulations.
- Ensure administrative supervision of the team (days off, lateness, absence).
- Improve customer experience and ensure customer satisfaction.
- Organize and plan the Team’s tasks.
- Deal with conflicting calls.
- Editing a report on the production of his team, if necessary.
- Proactively alert on possible problems that may affect production.
- Perform a minimum of 2 hours of call processing per month to maintain business expertise.
- Implement priority support plans for low performers.
Qualifications:
- Excellent command of the Portuguese language, with excellent verbal and written skills.
- Minimum of 1 year of experience as a Team Leader
- Proficiency in using MS Office tools.
- Excellent Communication & negotiation skills.
- Customer-oriented mindset.
- Ability to manage stress and conflicts.
- Analytical and synthetic mind.
Job Type: Full-time
Pay: E£30,000.00 - E£42,000.00 per month
Application Question(s):
- Ready to start immediately
Language:
- Portuguese (Required)
Application Deadline: 28/07/2025