Team Leader – Portuguese – Londres, Reino Unido

Working within a busy professional telecoms based call center, constantly motivating and ensuring customer service agents go beyond meeting their key deliverables. Focusing on quality of service to all Lycamobile customers.


  • Work in close collaboration with the internal departments for customer complaint and system issue resolutions and communicate any issues in a timely manner.
  • To manage a team of around 15 advisor’s on a daily basis to ensure all KPI targets are met as well as overseeing the entire department.
  • Ensure SLA targets are met and all calls are answered in a timely fashion.
  • Manage and record all advisor’s absence, lateness and holiday requests and update appropriate spread sheets.
  • Report on departments stats on a daily, weekly and monthly basis to senior management.
  • To compile the advisor’s rota on a weekly basis.
  • To attend and respond to customer e-mails and written request on day to day basis.
  • To report any faults to the NOC/IT Duty Manager
  • Manage and maintain product related databases in line with KPI’s
  • To ensure that all workstations are serviceable, reporting any faults to the IT support team
  • Support other departments with any other business specific tasks

Person Specification:

  • Must be fluent in PORTUGUESE as well have excellent English Communication skills.
  • Maintain reports within all Microsoft applications.
  • Must be familiar with CRM’s.
  • Ability to deal with all situations calmly and efficiently.
  • Ability to work under pressure in a demanding work environment.
  • Must be decisive and have excellent interpersonal and people skills.

Working requirements

  • Flexibility with shift patterns is required to ensure support across operational hours – 8am to 8 pm
  • Rolling shift patterns are 5 days out of 7 (40 hrs./week) , including weekends.

[button color=”blue” link=”” target=”_blank” font=”verdana” align=”left”]Ver Oferta[/button]

scroll to the top of the site