As a Subject Matter Expert, your primary responsibility will be to ensure that Customer Service Representatives (CSRs) are equipped with the latest product knowledge and supported through live coaching, feedback, and performance analysis. You will work closely with both agents and leadership teams to identify opportunities for process improvement, create actionable reports, and support training initiatives.
What you'll do
* Maintain and develop product knowledge by supporting agents, including floor walking, live listening, and side-by-side coaching;
* Identify and suggest opportunities for process improvement;
* Create detailed reports based on your findings;
* Provide feedback to CSRs, aligned with Supervisors, and help identify training needs alongside the Trainer.
What you'll need
* Native or near-native English speaker;
* Experience in programming with knowledge of HTML and CMS;
* Solid experience in contact center environments, understanding trends and best practices;
* Proficient in Microsoft Office Suite (Excel, Word, PowerPoint);
* Achievement-oriented, with a strong focus on customer satisfaction;
* Ability to embrace diversity and exercise sound judgment;
* Please note that we will only consider CVs if submitted in English.
Benefits
* Excellent work opportunity in a dynamic leading multinational company;
* Possibility of cooperation with leaders in various industries;
* Investment in training and personal development;
* Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
* Health Insurance;
* Free language courses, sport activities, and organized events;
* Free healthy meals in the cafeterias, such as soup, bread, salad, and fruit.
Teleperformance Portugal
TP Portugal is one of the 25 best companies to work for in Europe, according to Great Place to Work. It was also recognized as the Best and Largest Exporting Company and the Best Job Creator in Portugal by Exame magazine!
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 is a pioneer in technology applied to customer support and maintains the highest security standards.
TP Portugal continues to grow. Join our team and find your place at TP!
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