Contact Center Team Lead — Multichannel Support

Inetum2; Lisboa; On-site; EUR 40,000 - 60,000; Full time

Job summary

Inetum2 is seeking a Contact Centre Supervisor / Team Leader to oversee first-line support operations in an outsourced service environment in Lisbon. You will monitor daily activities, ensure adherence to procedures, and guide agents handling Portuguese and English communications across telephone and email channels.

You will track performance, allocate tasks, ensure confidentiality and data protection, and use monitoring and reporting platforms to maintain high quality service.

Qualifications

• Bachelor's degree required.
• Minimum 3 years supervising contact centre teams.
• Experience with service level management and quality assurance.

Responsibilities

• Supervise daily operation of the Contact Centre.
• Monitor service level performance and adherence to procedures.
• Coordinate tasks among team members and prioritize work.
• Provide guidance to operators and ensure compliance with scripts.
• Escalate incidents and manage high-pressure situations when needed.
• Review records and customer communications for quality.
• Utilize monitoring, reporting and engagement platforms.
• Promote team motivation and professional development.

Skills

Team supervision

Performance management

Multichannel support

Portuguese fluency

English fluency

Operational monitoring

Education

Bachelor's degree

Tools

Microsoft Office

Reporting tools

Monitoring dashboards

Job description

Inetum2 is seeking a Contact Centre Supervisor / Team Leader to oversee first-line support operations in an outsourced service environment in Lisbon. You will monitor daily activities, ensure adherence to procedures, and guide agents handling Portuguese and English communications across telephone and email channels.

You will track performance, allocate tasks, ensure confidentiality and data protection, and use monitoring and reporting platforms to maintain high quality service.