Customer Service Team LeaderPosted 50 days ago
Lisbon, Portugal, EuropeCompetitive+bonusJob Reference: 34978
Pentasia is recruiting for a Customer Support Team Leader for one of the fastest growing and leading GameTech companies based in Lisbon. We are seeking a dedicated individual to lead and manage our customer support team, ensuring excellent service and performance.
As a Customer Support Team Leader, you will play a pivotal role in managing and motivating a team of customer support agents. Your responsibilities will include evaluating performance, setting goals, collaborating with cross-functional teams, allocating tasks, and contributing to process improvement. If you're a dynamic leader with excellent communication skills and a passion for the gaming industry, we want to hear from you.
Monitor and evaluate the performance of a group of customer support agents, providing constructive feedback for continuous improvement.
Oversee and ensure that the team meets performance targets and goals.
Collaborate with the Quality Control (QC) team to develop qualitative reports and enhance departmental performance based on KPIs.
Foster effective communication by collaborating with shift leaders, supervisors, managers, and colleagues.
Allocate tasks and projects to team members according to their skills and capacity.
Assist in the training and onboarding of new team members.
Create and manage work schedules and vacation plans for team members.
Generate weekly and monthly quantitative reports to track team performance.
Anticipate challenges from projects and propose process improvements.
Provide support and assistance to customer support agents for any issues they encounter.
Stay updated on the company's products, promotions, policies, and changes.
Keep abreast of customer service trends, tools, and best practices in the industry.
Qualifications and Skills:
Proven experience in a similar team leader or supervisory position.
Good knowledge of the gaming industry is considered a plus.
Strong written and verbal communication skills.
High organizational and analytical skills.
Self-motivated with the ability to make autonomous decisions and respond quickly to unexpected incidents.
Effective leadership skills to motivate and guide your team.
Service-oriented mindset with a focus on assisting both internal and external customers.
Proficiency in Microsoft Office applications.
Native Spanish language skills and fluent English language skills are required.
Competitive salary package and bonus scheme.
Health and life insurance coverage for you and your family.
Monthly allowance for lunch and commuting expenses.
Clear career paths with a developmental 360° feedback framework.