General Information

Location
Porto
Job ID
8667
Job Category
Operations
Language Requirement
English

Description & requirements

Description
Are you passionate about leading a team and delivering exceptional results?
We are seeking a dedicated Team Leader to join us in the English market.
If you excel in a leadership role, thrive in a collaborative environment, and are committed to fostering a culture of excellence, what are you waiting for?
Join us and play a crucial role in enhancing the customer experience while leading a dynamic team.

What’s in it for you?
  • Permanent full-time contract with attractive salary;
  • Vacation and holiday bonuses - twice a year or divided monthly you will receive an additional bonus related to each month of work;
  • Language bonus - you will work in an international market which gives you an additional bonus related to the language associated with.
  • Employee referral program - you will receive an additional bonus for every personal referral;
  • Additional benefits like discounts in many store chains.

Join us as a Team Leader!
As a Team Leader, you will be largely responsible and driving the many aspects of the business while working either in the capacity of a Manager, a Leader or a Coach. On a daily basis you are involved in impacting the positive coaching and development of your team, and driving the business operational needs.
Be the crucial key to our team's success. As a team leader your mission will be:
  • Provide precise information to generate the earnings and growth forecast;
  • Notify, guarantee and monitor the operating targets assigned to each of the agents forming the team;
  • Act in line with the guidelines set by the Company giving an example to the remaining employees;
  • Respond proactively to the variations in the established service levels and targets, with smooth communication to the team to achieve adequate adaptation;
  • Meet and exceed the targets set by each service, review and assess the performance reports and promoting specific measures to attain such targets;
  • Ensure that CSRs are familiar with the targets. Attend internal meetings to optimize service operations or the services of their area of responsibility;
  • Support RTM in controlling the traffic, to adapt the distribution of tasks within the team in line with service levels;
  • Prepare reports on the evolution of your team’s performance in relation to results and the service quality offered;
  • Advise the team on their on-going professional development, motivate and lead the work team.

What are we looking for:
  • Native or fluent in English (C1 or plus)
  • Strong communication and interpersonal skills
  • Excellent problem solving skills and attention to detail
  • Ability to manage and motivate a team
  • Proven experience in a customer service in the pharmaceutical industry
  • Proven experience in a leadership role within a customer service environment is a plus

What is life like at Transcom?
Transcom is a global multinational customer experience specialist providing consulting, customer service, sales, technical support and collections services through our extensive network of contact centers and remote agents.
We are 30 000 customer experience specialists in over 69 contact centers in 26 countries, providing services in 33 languages to global brands in a variety of industries. Transcom is a company committed to equal opportunities between men and women.
At Transcom, we are strongly committed to our customers and to our team. Every day, someone starts his or her journey with Transcom, harnessing the current potential and transforming it into skills for the future. We are recognized for working hard, for working as a team, and for supporting each other. 
We are Transcom - there is no limit to how far we can go together.