As a Supervisor for our Customer Service team, you’ll be leading a dynamic team dedicated to providing excellent support to our Dutch market customers. This is a fast-paced, customer-focused environment where you’ll have the opportunity to make a real impact on the team’s success and customer satisfaction.
What you'll do
* Lead and motivate a team of customer service agents to deliver high-quality support;
* Oversee and monitor day-to-day operations to ensure customer inquiries are handled effectively and efficiently;
* Manage team performance, providing guidance, coaching, and feedback to achieve KPIs;
* Handle customer escalations, ensuring a swift and professional resolution;
* Develop and maintain a positive team culture, fostering collaboration and engagement;
* Ensure proper shift coverage, ensuring team availability during all business hours;
* Report to senior management on team performance, challenges, and areas for improvement;
* Train and onboard new agents, ensuring they are equipped to succeed in their roles.
What you'll need
* JUMP Certification for Supervisor completed (internal candidates only);
* Proven experience in customer service and team management;
* Fluency in English (written and spoken);
* Ability to work in shifts (day shifts and nightshifts), Monday to Sunday;
* Full-time availability to work in the office;
* Strong leadership, coaching, and motivational skills;
* Excellent problem-solving and conflict resolution skills;
* Previous experience managing a team serving the Dutch market is a plus.
Teleperformance Portugal
TP Portugal is one of the 25 best companies to work for in Europe, according to Great Place to Work.
With more than 14,000 employees for 67 markets, TP Portugal provides services in 37 languages. With a multicultural, highly qualified, and deeply specialized team, it offers a wide range of integrated omnichannel solutions.
TP Portugal continues to grow. Join our team and find your place at TP!
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