Call Center Coordinator Lisboa

Call Center Coordinator
Lisboa
Lisboa, Lisboa, Portugal

We are looking for a dynamic and
- driven Contact Center Coordinator with proven experience in managing contact center teams. You will be responsible for planning, monitoring, and optimizing daily operations while ensuring high standards of customer service and team performance. Key Responsibilities:

Define and develop goals for daily contact center activities;



Plan tasks and allocateresources efficiently to maximize productivity;



Collect and analyze performance metrics (conversion rates, costs, customer service KPIs, etc. );



Train and supportthe team to maintain high standards in customer service and sales performance;



Monitor and assess the performance of supervisors and agents based on quality control and service procedures;



Evaluate team results using key metrics (SLAs, quality scores, ratios, etc. );



Prepare performance andoperational reports for various departments, including Management, HR, and Administration.