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​Assistant Call Center Manager - Advanced English Language, Lisboa



Lisboa, Portugal 

Job Category:

Customer Service

EU work permit required:


Job Views:




Expiry Date:


Job Requirements:


CLUSTER is a rapidly growing Contact Center and Outsourcing Services company based in Lisbon, Portugal. We work with the best-selling mattress company to help them harness the power of their Customer Excellence and Customer Experience to make them one of the best retail brands in the world. Our approach is to listen and develop standards that are specific to the customer. It is driven by the restless pursuit of delivering outputs that customers can experience to drive better decisions and bottom-line growth.

At CLUSTER people are enterprising, energetic, and focused on establishing what matters. We believe in the collective effort of a team and like to pass on those learnings in a way that is shared rather than preached. We are surrounded by talented people who learn from each other and stand by each other. We have a genuine appetite to strive to be better in what we do and how we do it.
The role will report to the CEO and will be responsible for the following:
  • All BPO Contact Centre operations
  • Delivering service excellence by meeting or exceeding all client SLA’s
  • Achieving call quality requirements
  • Acting as a role model and setting standards for the team in respect of being customer-focused and treating customers fairly
  • Embedding a “right-first-time” mentality, and a “first-time resolution” philosophy
  • Client communication and relationship management as and when required
  • Participating and actively involve/contribute to internal & external WBR
  • Participating in or leading new business bids
  • Onboarding and managing new customers seamlessly as we win new business
  • Leading Client change projects that impact Contact Centre operations
  • Coaching and development of Contact Centre Team Leaders
  • Managing team in line with HR policies
  • Ensuring the team is always fully resourced with minimum attrition, sickness levels etc
  • Ensuring the team is fully trained to deliver quality service, whilst meeting our regulatory requirements
  • Monitoring industry best practice in the Contact Centre environment, and produce business cases supporting change as appropriate
  • Maintaining telephony Disaster Recovery Plan
  • Managing within Contact Centre annual financial budget
  • Ensuring team members are utilised to optimum levels, identifying savings as they become apparent
  • To be a key leader in the transformation programme
Contractual & Commercial Awareness:
  • Ensuring contractual adherence at all times
  • Being commercially aware in order to manage costs and optimise revenue
Qualifications and Education Requirements:
  • Degree and/or Professional Qualification preferred
  • Minimum of 5 years internal IBS experience or 5 years experience managing a Contact Centre of at least 50 people (ideally within the Customer Services, Financial Services or Fintech industry)
  • Minimum of 8 - 10 years experience of managing an International Contact Centre of at least 50 people is essential
  • Knowledge and experience of Contact Centre best practice (inc resource planning, knowledge management & technology)
  • Responsible for the guidance and development of your team so it is essential one is a good communicator, able to inspire your team and spot potential.
  • People management is key
  • Build and maintain internal and external/sector-wide relationships
  • Self-motivator with the ability to work with ambiguity
  • Ability to lead and motivate new teams quickly and effectively
  • Mentally agile and decisive – good numerical understanding and sound commercial judgment
  • Able communicator. Persuasive and articulate, able to influence and negotiate as necessary
  • Understands the risks faced by the team and the controls in place to manage and mitigate risks
How many people is a Contact Centre Manager likely to manage?
  • Anywhere from 40 -100 people directly
  • The role will require some EU travel
Job Type: Permanent
Salary: Competitive package + performance bonus + perks
Schedule: 8-hour shift from Monday to Friday
Work remotely: No
LOCATION Sunny Lisbon (central area with ease of access)
COVID-19 considerations: We have taken all safety measures into place to keep all our employees in a safe and secure workplace environment!
**Please send us your detailed CV to hr@clusterosl.com. in English to be considered

Employment Type:

Full time
Company Info
Cluster Outsourcing Services
Av.Infante Santo 43
Lisboa, Lisboa, Portugal
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