Customer Support Team Manager
Change by Degrees
full-time
Posted on:
Location Type: Remote
Location: Portugal
Visit company websiteExplore more
About the role
- Lead and manage a team of customer service advisors to ensure the delivery of high-quality service
- Oversee daily operations, coach and mentor team members, and drive performance
- Foster a culture of accountability, collaboration, and continuous learning within the team
- Acquire and transfer knowledge of tools and workflow processes to team members
- Assist in developing and streamlining procedures and implement process changes for efficiencies
- Coach, motivate, and provide feedback to support team performance
- Ensure compliance guidelines are followed and address gaps in knowledge articles
- Monitor, establish, and analyze performance trends to improve outcomes
- Drive escalation processes for potential issues affecting operations and service delivery
- Provide high level of customer service and/or technical support
Requirements
- Minimum of 2 -3 years’ Team Management experience in a BPO/ Contact Centre environment
- Competent in providing high-level support to both team members and customers
- Demonstrable high levels of initiative with the ability to plan and prioritise tasks
- Proven organisational, methodical and rigorous skills
- Strong problem-solving skills with the ability to identify key issues and provide effective solutions
- Team player with the ability to develop great relations with all internal teams
- Growth mindset and proactive, self-motivated individual
- Remote working experience and capabilities
- English Proficiency & Comprehension (spoken and written)
Benefits
- Fully Remote work based in Portugal
- A competitive salary
- Coverflex flexible benefit
- Internet Allowance (20 Euros per month)
- Meal Allowance (7.63 Euros daily)
- Equipment provided
- Home office allowance
- A Buddy on joining
- Online Gym and Wellbeing Studio
- The opportunity for professional growth.
- Fun company events and team outings.
- Autonomy and Responsibility
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
team managementcustomer servicetechnical supportprocess improvementperformance analysiscompliance guidelinesworkflow processesBPO experienceContact Centre experienceremote working
Soft skills
coachingmentoringaccountabilitycollaborationcontinuous learninginitiativeorganizational skillsproblem-solvingrelationship buildingproactive mindset