Billable_Team Leader, Trainee (non-agent) _DE_Bytedance_MOD_WFS_Lisbon

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved by providing adequate coaching, motivation and accountability. As a Team Leader based on-site in Lisbon, Portugal, you'll play a key role in driving team performance, delivering exceptional customer experiences, and supporting the success of our operations.

Requirements

• Supervise the day-to-day operations of a team of call center associates
• Coach and develop team members through regular feedback sessions
• Identify performance gaps, create action plans, and implement corrective measures when needed
• Ensure the service delivered meets contractual KPIs and financial targets
• Communicate clear expectations and provide timely updates to your team
• Act as a point of escalation for complex customer interactions, providing support and solutions
• Lead team meetings to share updates, encourage collaboration, and gather feedback
• Organize and promote team engagement activities
• Stay up to date with internal processes, policies, and procedures, and participate in ongoing leadership training
• Promote company values through a positive attitude and strong team advocacy

Benefits

• Competitive salary (base + performance bonuses)
• Health insurance from day one
• Central office location in Lisbon, Portugal
• Fully paid training and onboarding
• Career development programs and internal mobility opportunities