Team Leader - Dutch Speaker

HCLTech; Lisboa; Híbrido; EUR 28 000 - 46 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private health and life insurance

Hybrid Work Module

Meal allowance on card/voucher

Resumo da oferta

HCLTech is hiring a shift lead in Lisbon for a hybrid work role. You will manage daily shifts, assign tasks, and drive skill development across cross-functional teams using SAP or CRM systems.

Ideal candidates have a minimum of three years in leadership, strong communication, and the ability to handle complaints while delivering on KPIs and SLAs in a fast-paced environment.

Qualificações

• Graduate in any stream.
• Minimum of 3 years of leadership experience.
• Experience handling complaints.
• Experience managing communications with cross-functional teams.
• Experience with SAP or CRM applications.

Responsabilidades

• Manage daily shift operations.
• Allocate work to associates.
• Drive skill development and training.
• Meet quality scores and drive process improvements.
• Adhere to productivity targets and SLAs.
• Set objectives and define roles for team members.
• Communicate expectations and provide feedback.
• Recognize performance and support development.
• Ensure policy compliance.
• Guide team to meet targets and KPIs.
• Generate performance reports and client-ready materials.

Conhecimentos

Leadership

Team management

Communication

Excel

PowerPoint

Stakeholder management

Problem solving

Attention to detail

Decision making

Time management

Formação académica

Bachelor's degree

Ferramentas

SAP

CRM systems

Descrição da oferta de emprego

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment, you’ll thrive in, then you’re in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

Your Role & Responsibilities

• Daily Management of shift
• Job allocation to associates
• 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.

Required Language Thresholds

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.