Specialist - Customer Care

HCLTech; Lisboa; Híbrido; EUR 50 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private health and life insurance from

Resumo da oferta

HCLTech in Lisbon, Portugal is seeking a capable team leader to drive performance across cross-functional groups, ensuring quality, productivity and compliance.

The role offers a permanent contract with a hybrid work model and benefits including private health and life insurance and meal allowances.

Qualificações

• Graduate in any stream.
• Minimum 3 years in leadership or management.
• Experience handling complaints.
• Experience working with cross-functional teams.
• Experience with SAP or similar CRM.

Responsabilidades

• Improve team skills through development or training programs.
• Meet quality scores and drive innovation and process improvement.
• Meet productivity and SLA targets defined for the process.
• Set clear objectives, define roles and responsibilities and ensure alignment with the team vision.
• Communicate expectations, goals and feedback to the group regularly and resolve concerns.
• Recognize and reward good performance, encourage development.
• Ensure team compliance with company policies and procedures.
• Support team members to meet targets and KPIs.
• Generate reports on team performance for senior management.
• Prepare PPTs, Excel and other reports for client reviews and meetings

Conhecimentos

Leadership

Cross-functional teams

Analytical thinking

Microsoft Office

Attention to detail

Time management

Decision making

Team management

Organizational skills

Work under pressure

Strategic thinking

Formação académica

Graduate in any stream

Ferramentas

SAP

Descrição da oferta de emprego

Responsibilities

• Improving skill level through Self-development or nominating training programs Skill Reverification Tests
• Meeting Quality Scores and bringing Innovation and Process Improvement
• To consistently meet or exceed all agreed Productivity parameters and SLAs as defined for the process
• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team’s vision.
• Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
• Recognize and reward good performance, provide feedback and encourage professional development.
• Ensure team compliance with company policies and procedures.
• Support and guide team members to ensure they meet their individual targets and KPIs.
• Generate reports on team performance and provide regular updates to senior management.
• Prepare PPTs, Excel and other reports for client reviews and meetings

Qualifications & Experience

• Graduate in any stream

Required Work Experience

• Minimum of (3) three years of experience in a leadership or management role.
• Experience handling complaints.
• Experience working and managing communications, with multiple cross-functional teams/stakeholders.
• Having worked on SAP or similar CRM application

Skill Set Required

• Ability to work under pressure and manage multiple tasks simultaneously.
• Proficient in Microsoft Office (Excel & PowerPoint).
• Knowledge of the industry’s best practices and trends for team management.
• Situational/contextual awareness with the ability to understand the impacts of one’s work.
• Excellent critical and analytical thinking abilities
• High attention to detail, and high level of professionalism
• Excellent analytical skills and strong decision-making skills committed to resolution and compliance
• Strong organizational, time and workflow management skills
• Strong leadership and organizational skills.

Why Us

• Permanent contract
• Private health and life insurance from day one in the company
• Hybrid Work Module
• Meal allowance on card/voucher

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.