20 melhores vagas de leader para porto, p13 (Contratando agora!)

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TEAM LEADER M/F UK

SPB -
4050 Porto

Candidatura rápida

Detalhes da oferta

Período Integral

Qualificações

Graduação

Descrição completa da oferta

Position Overview

As a Team Leader, you play a key role in the operational management of the local customer relationship operations. This position covers the scope of the United Kingdom activities.

In your operational management role, you oversee the organization and monitoring of daily activities to ensure performance objectives are met and that team skills are developed with a focus on service quality and customer satisfaction. You also maintain strong “hands‑on” involvement by taking some calls yourself and handling customer emails alongside your team, ensuring quality and alignment of best practices.

About SPB

SPB is a leading pan‑European group in the affinity insurance sector. We design and manage innovative insurance solutions for various verticals (retail, telecom, etc.).

Our ambition is to place customer experience at the heart of our priorities and support our partners with tailor‑made solutions.

Today, SPB brings together over 850 employees committed to delivering high‑quality service and exemplary customer relations.

Missions & Responsibilities

1. Daily Activity Management

Organize and supervise daily activities of the customer service team (multichannel)
Plan, prioritize, and adjust workloads based on volumes, urgency, and objectives
Monitor performance indicators (quality, deadlines, productivity) and implement corrective actions
Ensure compliance with procedures and quality standards in a scaling‑up environment
Provide operational reinforcement when needed and lead by example by handling customer requests

2. Proximity Management & Skills Development

Supervise, support, and motivate the team on a daily basis in an evolving environment
Identify training needs, coordinate with the trainer, and ensure effective deployment
Monitor employee development through training plans, coaching, and regular feedback
Develop autonomy and process mastery to ensure quality and performance

3. Service Quality & Customer Satisfaction

Oversee and guarantee the quality of case handling and interactions with policyholders
Ensure fast and efficient customer request handling in a multichannel environment
Collaborate with experts and stakeholders to resolve specific or complex cases in a multi‑site setup

4. Continuous Improvements & Transformation Supports

Propose, develop, and participate in improvement plans (processes, tools, quality).
Act as a change ambassador and promote adoption of new practices.

5. Communication & Coordination

Organize and lead team meetings (briefings, performance reviews, transitions).
Ensure clear communication between the team, management, trainers, and other stakeholders.
Escalate risks, alerts, and needs (organization, quality, tools) in a structured way and propose solutions.

Profile Required

Languages

English: C2 level, written and spoken

Education

Minimum Bachelor’s degree (Bac+3) or equivalent

Experience (required)

At least 2 years of confirmed experience in team management/supervision in customer service, contact centers, or similar environments
Strong experience in activity steering (planning, queues, volumes, KPIs) and performance management
Experience in change management and/or deployment of new processes, tools, or channels is highly appreciated (Junior profiles are not targeted.)

Technical Skills

Strong command of performance indicators and action plans
Comfortable with modern digital tools; interest in new technologies
Ability to operate in multi‑tool / multi‑process environments

Soft Skills

Leadership, ability to unite and empower teams
Results‑oriented, strong quality focus, ability to decide and arbitrate
Organization, rigor, ability to prioritize in a changing environment

Why Join Us?

Join an international company present throughout Europe, growing and constantly evolving, within a committed team and a structured environment focused on service quality and customer satisfaction
Grow in a dynamic environment offering real opportunities for learning, career development, and both horizontal and vertical mobility
Work in a stimulating role requiring analysis, problem‑solving, and daily value creation

Candidatura rápida

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leader vagas para: porto, p13

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