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German natives needed! (Lisbon)

Teleperformance is the worldwide leader in contact center solutions; we provide our services to companies all around the world, currently with Protected content centers in 46 countries. Our passion led us to achieve the worldwide leadership in our market and help our clients succeed in what might seem impossible: delivering outstanding customer experience at every opportunity.

Teleperformance Portugal has been recently recognized as one of the Best Places to Work, Best Contact Center, Best in Customer Service, Best Contact Center Design and Best Outbound Campaign, among others.

And we are currently actively searching for German Natives for the following positions ( Protected content

TRAINER:
The Trainer is responsible for developing an onsite training function that will support and drive performance improvement. This person is also responsible for ensuring that our Agent and Team Leader population are trained to highest standard in sales, customer service and (where appropriate) management. Based on training needs analysis, develop effective material and efficient training plans that will drive performance across German market KPIs.

Main Responsibilities:
• Support the development and customer operations training function;
• Understand the training needs of the operation;
• Plan, prioritize & schedule all training requirements;
• Create new and develop existing training material;
• Assist Supervisors and Managers with the transition of new recruits onto the floor;
• Ensure training standards of excellence;
• Develop coaching skills across the operation.

Who are we looking for?
• Native German speakers (mandatory);
• Fluency in English (mandatory);
• Training qualification;
• Experience training Contact Center teams;
• Travel or tourism qualifications.

CALL CENTER SUPERVISOR:
The Supervisor is a Team Leader for a team of 15 Customer Service Representatives, being responsible for this team’s success and continuous improvement. He/she is responsible for the accomplishment of the internal objectives, motivating his/hers team and manage them on a day-to-day basis.

Main Responsibilities:
• Ensuring the team’s development, motorization and evaluation;
• Motivating the team;
• Managing the team daily, according to internal policies;
• Ensuring the accomplishment of the Key Performance Indicators;
• Developing action plans for continuous improvement.

Who are we looking for?
• Native German speakers (mandatory);
• Fluency in English (mandatory);
• Experience managing Contact Center teams;
• Experience in the travel industry;
• Team spirit;
• Ability to make decisions under high levels of stress.

ASSISTANT CALL CENTER MANAGER:
The Assistant Call Center Manager is a floor manager, taking immediate management decisions on the call center floor to drive the KPIs. He/she coordinates a team of Team Leaders, being responsible for their motivation, training and development. He/she reports to the Call Center Manager and interacts with the corporate client to report the team’s results.

Main Responsibilities:
• Manage a team of Team Leaders, monitoring their performance, work on their development and provide them with training and support;
• Analyze and report main results and KPIs to the Call Center Manager and to the client;
• Identify potential risks and opportunities of improvement;
• Ensure the correct implementation of the standard processes and procedures.

Who are we looking for?
• Native German speakers (mandatory);
• Fluency in English (mandatory);
• Experience managing Contact Center teams;
• Experience in the travel industry;
• Team spirit;
• Ability to make decisions under high levels of stress.

If you're interested in any of these positions, please send your CV to Protected content , identifying which position you are applying to.

Lisbon Forum