Customer Service Team Lead

Jobtailor; Porto; Híbrido; EUR 28 000 - 38 000; Tempo integral

Resumo da oferta

Jobtailor in Porto is seeking a Team Leader to guide a busy Customer Operations team, providing coaching, performance management and strategic guidance to ensure high-quality service. The role requires hands-on leadership, strong English communication and a hybrid work setup with 3 days in the office.

You will drive one-to-ones, KPI/quality reporting, and cross-team collaboration while shaping training materials and process improvements to enhance customer outcomes.

Qualificações

• Previous experience as a Team Leader or in an equivalent formal people-management role.
• Experience running one-to-ones, delivering structured feedback and managing day-to-day people processes.
• Ability to step into an agent's day-to-day work and understand their responsibilities.
• Experience working in a contact centre environment with high-volume inbound calls, emails and chats.
• Excellent spoken and written English capabilities.
• Initiative to investigate unclear problems or issues without an obvious owner.
• Ability to advocate for the team and represent its interests.
• Ability to operate effectively as both a manager and an individual contributor.
• Willingness and ability to work any time Monday-Sunday, 8am-8pm, including public holidays, as required.
• Ability to work in a hybrid arrangement with 3 days per week in the office.

Responsabilidades

• Lead and support Customer Service Agents through day-to-day guidance and coaching
• Deliver regular feedback and resolve issues raised by the team
• Run one-to-ones and people processes, support team development and represent team interests
• Hold team members accountable for performance, behaviour and operational standards
• Analyse team performance data and report on KPIs, SLAs, productivity and quality
• Identify underperformance, create action plans and follow through
• Handle customer contacts across phone, email, live chat and messaging when needed
• Investigate and resolve unclear, escalated problems and complex complaints
• Lead operational improvement projects
• Build, maintain and update training materials
• Deliver training on new processes and best practices
• Monitor quality through feedback, coaching and quality checks
• Support workforce planning, rota management, annual leave, absence cover and peak-period contingency planning
• Manage workload and volumes, prioritise urgent requests and ensure timely responses
• Collaborate with the other Team Leader and Customer Operations Team
• Act as a communication link between the team and management
• Share customer feedback insights to improve products and services

Conhecimentos

Team Leadership

Performance Analysis

Customer Service Management

Training Development

Conflict Resolution

Descrição da oferta de emprego

• Lead and support Customer Service Agents through day-to-day guidance and coaching
• Deliver regular feedback and resolve issues raised by the team
• Run one-to-ones and people processes, support team development and represent team interests
• Hold team members accountable for performance, behaviour and operational standards
• Analyse team performance data and report on KPIs, SLAs, productivity and quality
• Identify underperformance, create action plans and follow through
• Handle customer contacts across phone, email, live chat and messaging when needed
• Investigate and resolve unclear, escalated problems and complex complaints
• Lead operational improvement projects
• Build, maintain and update training materials
• Deliver training on new processes and best practices
• Monitor quality through feedback, coaching and quality checks
• Support workforce planning, rota management, annual leave, absence cover and peak-period contingency planning
• Manage workload and volumes, prioritise urgent requests and ensure timely responses
• Collaborate with the other Team Leader and Customer Operations Team
• Act as a communication link between the team and management
• Share customer feedback insights to improve products and services

Requirements

• Previous experience as a Team Leader or in an equivalent formal people-management role, ideally within a contact centre or customer operations environment
• Experience running one-to-ones, delivering structured feedback and managing day-to-day people processes
• Ability to step into an agent's day-to-day work and understand their responsibilities
• Experience working in a contact centre environment with high-volume inbound calls, emails and chats
• Excellent spoken and written English capabilities
• Initiative to investigate unclear problems or issues without an obvious owner
• Ability to advocate for the team and represent its interests
• Ability to operate effectively as both a manager and an individual contributor
• Willingness and ability to work any time Monday-Sunday, 8am-8pm, including public holidays, as required
• Ability to work in a hybrid arrangement with 3 days per week in the office

Core Competencies

Demonstrates strong leadership in managing customer service teams, delivering structured feedback, and driving operational improvements. Proficient in analyzing performance data and implementing training programs to enhance team productivity and quality.

Highest-signal resume keywords

• Team Leadership
• Performance Analysis
• Customer Service Management
• Training Development
• Conflict Resolution

Hard Skills

• KPI Analysis
• SLA Management
• Performance Reporting
• Training Delivery
• Operational Improvement

Soft Skills

• Coaching
• Communication
• Problem-Solving
• Initiative
• Advocacy

Industry Keywords

• Contact Centre
• Customer Operations
• High-Volume Inbound Calls
• Email Support
• Live Chat Support