Team Lead - Service Delivery Lisbon PNS

We are recruiting a Team Leader (Operations) for one of our clients in Lisbon. You are responsible for and own the delivery of service and service metrics to client as per contractual agreement, while managing all aspects of the team’s strategy, forecasting and delivery of execution excellence regarding the assigned workflows and reporting directly to the Service Delivery Lead. You will own the future growth of the established team. People management, motivation, engagement and accountability are a key function of this role.

Main Responsibilities/Account abilities:

• Responsibility for maintaining and developing key client relationships

• Responsibility and ownership for the delivery of service and service metrics to client

• Responsible for supporting quality programs

• Responsible for embedding new processes and workflows into the team

• Drive continuous improvement and value add initiatives

• Responsibility for meeting the obligations established within the contract

• Allocating resources and responsibilities across the team to deliver business results and develop team members

• Responsibility for team members’ formal evaluation processes including career development, salary review and performance management

Who we are looking for:

• 6+ years’ experience managing teams in an outsourced / operations environment with multilingual teams

• Experience in Trust and Safety

• Management of large teams

• Multi party management i.e. subcontractors, client, other vendors etc.

• Demonstration of ability to meet SLA’s / metrics

• Revenue / financial management

• Strong organizational, multi-tasking, and time-management skills

• Excellent negotiation, influence, mediation and conflict management skills

• Ability to work in a process-driven high demand environment

• Service focused with ability to meet targets on a continuing basis

• Proven focus on Continuous improvement and adding value to clients

• Proven experience managing matters involving sensitive and challenging user-generated content with good judgment, discretion, and sensitivity.

What we offer:

• Direct contract with the client
• Growth opportunities
• Health insurance
• Flexible Benefits Bonus 

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