General Information

Location
Porto
Job ID
7661
Job Category
Operations
Language Requirement
English, Spanish

Description & requirements

Description
At Transcom, we provide exceptional customer experience services to some of the world’s leading brands. We are passionate about creating meaningful, high-quality interactions that drive customer satisfaction and brand loyalty.
As we continue to grow and expand our reach, we are looking for a dynamic and driven Team Leader to oversee our operations in the Billinge market (Spanish & English).
This is an exciting opportunity to lead a talented team and make an impactful contribution to our customer success strategy.

What’s in it for you?
  • Permanent full-time contract with attractive salary
  • Vacation and holiday bonuses - twice a year or divided monthly you’ll receive an additional bonus related to each month of work
  • Language bonus - you’ll work in an international market which gives you an additional bonus related to the language associated with
  • Employee referral program - you’ll receive a 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 Spanish (C1+)
  • Advanced spoken and written English skills (C1+)
  • Proven experience in a customer service environment
  • Proven experience in a leadership role within a customer service environment is a plus
  • Strong communication and interpersonal skills
  • Excellent problem solving skills and attention to detail
  • Ability to manage and motivate a team

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 29 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.