Customer Service Manager Lisboa

Customer Service Manager
Lisboa
Lisboa, Lisboa, Portugal

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Are you ready to take charge and make an impact? As a Customer Service Manager, you’ll be the mastermind behind client success, leading teams, optimizing performance, and driving business growth. You will oversee SLAs, KPIs, and financial performance while coordinating with internal teams to meet client expectations. If you thrive in a
- paced environment, love strategic
- making, and enjoy turning challenges into opportunities—this role is for you!

Ready to level up your career? Apply now and let’s make things happen!

What you'll do:

• Build and maintain
  - term client relationships, ensuring satisfaction and identifying growth opportunities;
• Monitor SLAs, KPIs, and operational metrics, triggering improvement plans when needed;
• Oversee contact center operations, aligning with business goals and contractual requirements;
• Manage P&L, invoicing, and budget optimization;
• Ensure smooth execution of client deliverables through coordination with internal teams (HR, IT, WFM, Quality);
• Propose innovative solutions and action plans during QBRs and governance meetings;
• Conduct PSP meetings to address performance gaps and implement corrective actions;
• Drive client growth through proactive service enhancements and new opportunities;
• Ensure all Teleperformance processes, procedures, and policies are fulfilled, including GDPR, GECSP, Information Security Policies, HR, etc. ;
• May perform other duties as requested.

What you'll need:

• High School Degree (mandatory);
• Fluency in Portuguese and English (mandatory);
• Experience in Customer Experience Management and financial management (mandatory);
• Proficiency in Microsoft Office, project management tools, with strong analytical and leadership abilities (preferential);
• Ability to thrive in a
  - paced,
  - changing environment while maintaining high performance (preferential);
• Experience within the banking industry (preferential);

Benefits:

• Excellent work opportunity in a dynamic leading multinational company;
• Collaboration with leaders in various industries;
• Investment in training and personal development;
• Modern, centrally located buildings with canteen facilities and excellent public transportation;
• Health Insurance;
• Free language courses, sport activities, and organized events;
• Free healthy meals in the cafeterias, such as soup, bread, salad, and fruit.

Additional Information:

• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Project Management
• Industries: Outsourcing and Offshoring Consulting

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