Contact Centre Supervisor / Team Leader

About the role

Inetum, a European leader in digital services, is looking for a Contact Centre Supervisor / Team Leader in Lisbon to oversee and coordinate first-line support in an outsourced service environment. The role covers telephone and email support in Portuguese and English, and uses contact centre, incident management, monitoring and operational control platforms. It involves monitoring team performance, ensuring compliance with procedures and service levels, and giving day-to-day guidance to agents.

Key responsibilities

• Supervise the daily operation of the Contact Centre and monitor operational activities and service level performance.
• Track individual and team performance so that operational targets are achieved.
• Distribute, coordinate and prioritize tasks among team members.
• Provide functional support to operators, clarify procedures and ensure scripts, processes and service requirements are applied correctly.
• Monitor urgent, recurring or complex incidents and ensure proper escalation when needed.
• Review and maintain the quality of records, communications and customer responses.
• Use contact centre, telephony, multichannel, monitoring and reporting platforms.
• Promote team motivation, collaboration and professional development, and manage conflicts and high-pressure situations.
• Ensure compliance with confidentiality, access control, data protection and information security requirements.
• When necessary, carry out operational duties and support customer interactions directly.

Required profile

• Bachelor's degree (minimum academic qualification).
• At least 3 years of experience supervising and coordinating customer service or contact centre teams.
• Proven experience in contact centre operations and performance management.
• Fluent spoken and written Portuguese and fluent spoken and written English.

Required skills

• Experience with contact centre platforms for telephone, email and multichannel support, and operational monitoring and control.
• Knowledge of service level management and quality assurance processes.
• Experience with monitoring, reporting and performance-tracking tools.
• Strong proficiency in Microsoft Office Suite and productivity tools.