Bilingual Multichannel Contact Centre Lead

Inetum; Lisboa; On-site; EUR 12,000 - 14,000; Full time

Job summary

Inetum in Lisbon is seeking a Contact Centre Supervisor / Team Leader to oversee and coordinate first-line support operations within an outsourced service environment. You will monitor team performance, ensure adherence to procedures and SLAs, and provide day-to-day guidance to contact centre agents across Portuguese and English channels.

The role requires a Bachelor's degree and at least 3 years of supervisory experience in contact centre operations, with proficiency in monitoring, reporting,

Qualifications

• Bachelor's degree mandatory.
• 3+ years supervising contact centre teams.
• Experience in contact centre operations and performance management.
• Knowledge of SLAs and quality assurance processes.
• Experience with monitoring, reporting, and performance-tracking tools.
• Proficiency in Microsoft Office and productivity tools.
• Fluent in Portuguese and English.

Responsibilities

• Supervise the daily operation of the Contact Centre.
• Monitor operational activities and service level performance.
• Track individual and team performance, ensuring 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 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 handle high-pressure situations.
• Ensure confidentiality, data protection, and information security requirements.
• When necessary, perform operational duties and support customer interactions directly.

Skills

Team leadership

Performance management

Multilingual communication

Portuguese fluency

English fluency

Education

Bachelor's degree

Tools

Microsoft Office

Monitoring tools

Reporting tools

Telephony platforms

Job description

Inetum in Lisbon is seeking a Contact Centre Supervisor / Team Leader to oversee and coordinate first-line support operations within an outsourced service environment. You will monitor team performance, ensure adherence to procedures and SLAs, and provide day-to-day guidance to contact centre agents across Portuguese and English channels.

The role requires a Bachelor's degree and at least 3 years of supervisory experience in contact centre operations, with proficiency in monitoring, reporting,