Synchro by Egor, in the Outsourcing division, is recruiting a Contact Center Supervisor to work on a technical support project in Porto

JOB DESCRIPTION

• Coordinate, supervise, and motivate the team of technical support agents.
• Ensure compliance with operational objectives and key performance indicators (KPIs), such as service level, average handling time, first-call resolution, quality, and customer satisfaction.
• Monitor the team’s individual and collective performance, identifying opportunities for improvement.
• Provide regular feedback, coaching, and performance evaluations to promote the continuous development of employees.
• Manage schedules, attendance, punctuality, vacation time, and the team’s resource needs.
• Ensure compliance with internal procedures, quality standards, and company policies.
• Support the team in resolving complex technical issues and managing complaints or difficult customers.
• Analyze operational metrics and prepare performance reports, proposing action plans for continuous improvement.
• Participate in projects aimed at continuously improving processes and the customer experience.

LOCATION AND SCHEDULE

• 9:00 a.m.–6:00 p.m.;
• Work location: Porto.

REQUIREMENTS

• Minimum qualifications: Bachelor’s degree;
• At least 3 years of experience in team management;
• Experience and immediate availability.

CONDITIONS

• Initial and ongoing training;
• Participation in a corporate social responsibility project.

Interested candidates should submit an updated resume.
Synchro by Egor #8211; Outsourcing Porto
Success through People
Selected candidates will be contacted within 10 business days.