Portugal Job Openings
Allianz Technology
Team Leader (m/f/d)
Lisbon
FULL TIME
August 23, 2024
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Achieve agreed objectives with stakeholders.
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Control and manage people and their performance.
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Proactively identify opportunities and implement process improvement actions.
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Monitor the quality of agents' phone calls.
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Identify frequent errors and areas for improvement.
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Evaluate daily statistics, including idle times, log-in times, and daily KPIs to ensure productivity maximization.
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Conduct assessment and development sessions with agents.
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Handle various situations from agents and hold regular team meetings.
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Create Individual Development Plans and training.
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Ensure the application of policies, operating standards, and procedures for data protection.
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Responsible for providing all materials and resources to ensure compliance with Information Security policies.
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Report and investigate Information Security incidents (including all policy violations and exceptions).
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Ensure that, after contractual termination, all computer equipment used by the agent is returned and that a request is submitted to deactivate their respective IT accesses.
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Ensure that the level of access to internal data and information is the minimum necessary for the performance of the function.
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Review the access level of employees whose responsibilities or positions have changed to ensure that they do not maintain inadequate or unnecessary access.
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Monitor customer processes and complaints.
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Handle agent requests.
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Build strong relationships with clients and stakeholders.
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Communicate effectively to understand customer needs and expectations.
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12th grade (mandatory), degree (desirable).
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Knowledge in statistical analysis.
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Knowledge of management tools (desirable).
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Knowledge of Microsoft Office & Power BI.
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Experience in Contact Center (Inbound or Outbound), preferably in the Insurance, Travel Assistance, or Claims area.
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Good interpersonal skills, operating as part of a team, participating, collaborating with team members on projects
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Strong verbal and written communication skills
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High interpretation and argumentation skills
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Strong analytical and problem-solving skills
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Ability to work independently and collaboratively with cross-functional teams
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Fluency in Portuguese
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Knowledge of English language
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Good ability to work in pressurized environments
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.
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