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Call Center Team Leader: Customer Service and Telesales Full-time

de FC ENERGIA PORTUGAL em Porto (Publicado em 20-08-2019)

We are looking for a Call Center Customer Service and Telesales Team Leader who will join our team in Porto, Portugal. The candidate will work for FCE Portugal (Energia Azul).

Working closely with the Sales and Marketing Manager, the general purpose of the customer service and telesales team leader is to manage customer calls, chats and e-mails following the best in class customer service within the Portuguese Energy Market and to supervise the telesales department.

Review and follow up the BackOffice procedures (tickets) to ensure that all customers receive a response within the correct time.

This is a key position in customer satisfaction, the image of the company relies highly on this position.

He / She will make sure to meet the deadlines stipulated and will work with the rest of the team to improve the processes and improve the quality of service.

Key Areas of Responsibility:

  • Develop initial customer service training. Detect the training deficiencies of the team and solve them.
  • Control, evaluate and correct the quality of calls, responses by chatbox and e-mail.
  • Make sure that the team meets its schedules, breaks and productivity fees.
  • Manage the invoices returned, creating a recovery department to know the reason for the defaults and get customers to pay the amounts due.
  • Manage the company's losses, creating a customer retention department to find out why customers leave the company.
  • Manage the back office, controlling the day-to-day tickets to ensure that they are resolved within the correct deadlines.
  • Answer calls, chatbox and emails when agents are on holidays or sick leave, or in high peak.
  • Make welcome calls to new customers. Able to greet and assist all customers in a prompt, friendly, and courteous manner over the phone.
  • Contact customers who have returned an invoice to offer alternative payment methods.
  • Contact customers who have left the company to find out the reasons.
  • In collaboration with the rest of the team, propose to improve the overall quality of the service.
  • Work independently without direct supervision.
  • Inbound and outbound calls and answering chatbox.
  • Discover training needs and provide coaching, including team motivation and sales tactics.
  • Manage the different sales team of account working towards team KPI?s and sales targets.
  • Term planning / forecast preparation and thinking in terms of new developments and opportunities
  • Delegate tasks and set deadlines
  • Oversee day-to-day operation, monitor team performance and report on metrics to perform outstanding results
  • Call-center sales platform management
  • Managing sales incentives of the team
  • Sales and lead management
  • Preparation of scripts for specific campaign
  • Sales reporting


  • Proven experience in the Energy Industry (sales, telesales, customer service, customer retention?)
  • Proven experience as a call center team leader
  • Having worked in Quality Department is a plus
  • Have a high school diploma or equivalent
  • Pass an extensive post offer pre-employment background check
  • Be authorized to work in Portugal
  • Native or fluent in Portuguese and English is a plus
  • Empathy towards customers
  • Excellent team player and team leader
  • Possess entry-level computer skills
  • Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation in both Portuguese and English
  • Be willing to work a fixed and/or rotating schedule from 9 am to 6 pm or 11 am to 8 pm (8 hour shift, 1 hour lunch break)


Tertiary qualifications will be an advantage but not as important as being an achiever in your trade with the right amount of experience and can do.

It will help if you are health conscious with an interest in helping to save our environment and an absolute passion to deliver products and services that our customers love.


  • Outgoing, ambitious, driven, professional, results orientated team players only need apply.
  • Egos are left at the door, no politics, going the extra mile is in your DNA as is a sense of humour and warm personality.
  • Thrive on being an open, honest communicator with all levels in the organization, suppliers and clients.

If you are interested in the offer and think you could fit in the company, we would like to know more about you!

Tipo de oferta: Tempo Inteiro


  • Team Leader: 2 anos (Obrigatório)
  • Energy Industry: 1 ano (Preferencial)


  • English (Preferencial)
  • Portuguese (Obrigatório)

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