To serve customers by planning improving systems and processes as well as managing and implementing call center strategies and operations, staff.

Key accountabilities and decision ownership :

• Daily running and management of the center through the effective use of resources,
• Meeting, and setting, customer service targets as well as planning areas of improvement or development,
• Ensure that calls are answered by staff within agreed time scales and in an appropriate manner.
• Analyzing Call Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Coordinate and motivate call center staff.

Key performance indicators:

• Service Level
• FCR
• NPS

Core competencies, knowledge and experience:

• Ability to use own initiative.
• Excellent interpersonal skills.
• Strong communication skills.
• Strong conflict management skills.
• Strong presentation skills.  

Must have technical / professional qualifications:

• Degree in Business Management or relevant area.
• 3 years’ experience covering Customer Service, Client Relationship, Administration and call center environments, this experience needs to be coupled with performance in a management capacity.
• Experience within the GSM environment is essential.
• The ability to communicate fluently in both Portuguese and English