Inetum is a European leader in digital services, supporting organizations as they navigate continuous technological change. The company helps clients accelerate their digital transformation through a broad portfolio that includes consulting, application services, digital engineering, cloud, cybersecurity, platforms, and infrastructure services
Job DescriptionWe are looking for a Contact Centre Supervisor / Team Leader to oversee and coordinate first-line support operations within an outsourced service environment. This role is responsible for monitoring team performance, ensuring compliance with operational procedures and service levels, and providing day-to-day guidance to contact centre agents. The service includes telephone and email support in both Portuguese and English, as well as the use of contact centre, incident management, monitoring, and operational control platforms.
Key Responsibilities
- Supervise the daily operation of the Contact Centre.
- Monitor operational activities and service level performance.
- Track individual and team performance, ensuring operational targets are achieved.
- Distribute, coordinate, and prioritize tasks among team members.
- Provide functional support to operators and clarify operational procedures.
- Ensure the correct application of scripts, processes, and service requirements.
- Monitor urgent, recurring, or complex incidents and ensure proper escalation when necessary.
- Review and maintain the quality of records, communications, and customer responses.
- Utilize contact centre, telephony, multichannel, monitoring, and reporting platforms.
- Promote team motivation, collaboration, and professional development.
- Manage conflicts and effectively handle high-pressure situations.
- Ensure compliance with confidentiality, access control, data protection, and information security requirements.
- When necessary, perform operational duties and support customer interactions directly.
Education
- Bachelor's degree (mandatory minimum academic qualification).
Professional Experience
- Minimum of 3 years of experience supervising and coordinating customer service or contact centre teams.
- Proven experience in contact centre operations and performance management.
Technical Skills
- Experience using contact centre platforms for:
- Telephone support
- Email support
- Multichannel customer service
- Operational monitoring and control
- Knowledge of service level management and quality assurance processes.
- Experience with monitoring, reporting, and performance-tracking tools.
- Strong proficiency in:
- Microsoft Office Suite
- Productivity tools
- Reporting and operational management tools
Languages
- Fluent spoken and written Portuguese.
- Fluent spoken and written English.
Skills Required
- Bachelor's degree
- At least 3 years of experience supervising and coordinating customer service or contact centre teams
- Experience in contact centre operations and performance management
- Experience using telephone, email, multichannel customer service, monitoring, and operational control platforms
- Knowledge of service level management and quality assurance processes
- Experience with monitoring, reporting, and performance-tracking tools
- Strong proficiency in Microsoft Office Suite, productivity tools, and reporting and operational management tools
- Fluent spoken and written Portuguese
- Fluent spoken and written English
What We Do
Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good. Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023. Top Employer Europe 2024
