English + Arabic Team Manager for Financial Software Company - Porto, Portugal
We are looking for a talented and accomplished Team Manager to be responsible for supervising an assigned team to meet or exceed client/corporate goals, and for coaching and motivating advisors by providing the skills and knowledge to perform their job.
As a Team Leader in this project, your daily responsibilities will include:
* Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
* Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
* Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
* Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
* Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
* Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
* Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
* Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
* Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.
* Ensure accurate and timely communication of any client/campaign issues to Operations Manager.
* Ensure appropriate actions are taken to improve client satisfaction survey scores.
To succeed in the role, you will need to have:
* Advanced level of English (mandatory)
* Advanced level of Arabic (mandatory)
* Computer literate – word and excel intermediate level
* Evidence of effective interpersonal, coaching, and leadership skills.
* Excellent telephone, keyboard, verbal and written communication skills.
* Good numeric and verbal reasoning skills.
* Effective time management.
* Ability to organize and prioritize, set priorities and multi-task.
* People oriented
* An element of gravitas
* Experience with policy work
* Early adopter of technology
* Dependable, reliable and able to perform duties with minimum supervision
* Ability to interact positively with staff at all levels
* Be a local candidate or willing to relocate to Porto, Portugal
* Availability to work Hybrid Model from Porto Site (Monday and Wednesday at the office) - mandatory
* Availability to work from Monday to Friday 8:00 am to 5:00 pm
* Must hold EU citizenship or valid work permit for Portugal
Education and experience
* Bachelor’s degree or directly related work experience
* Previous relevant experience as Team Manager
Benefits:
* Competitive wages
* Paid professional training
* Private healthcare & dental insurance (after six months of employment)
* Growth opportunities through various development programs
* Fun and engaging company-wide initiatives, including our EverBetter wellness program
* Job stability
* Life-long skills and experience
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