João Vargas Email & Phone Number

Lisbon, Portugal

Lisboa, Portugal

Key Roles and Responsibilities:- Assist Team Leaders to manage their team of Agents to their full potential ensuring TL’s are monitoring daily activity and performance in line with set KPIs, setting clear expectations and KRA’s with their team members.- Ensure achievement of SLA’s/KPI’s through the effective management of all assigned operations.- Own client queries/escalations/demands reported during interaction with the Contact Centre Desk team.- Manage the Team including… Show more Key Roles and Responsibilities:- Assist Team Leaders to manage their team of Agents to their full potential ensuring TL’s are monitoring daily activity and performance in line with set KPIs, setting clear expectations and KRA’s with their team members.- Ensure achievement of SLA’s/KPI’s through the effective management of all assigned operations.- Own client queries/escalations/demands reported during interaction with the Contact Centre Desk team.- Manage the Team including Issue/Conflict handling within the Contact Centre environment.- Manage senior level escalation from Client key executives, ensuring immediate fixes and implementing corrective action plans when required.- Undertake regular (weekly/monthly) business reviews with the Client Senior Leadership focused on Service Level performance, Escalation management and Quality adherence.- Coordinate and manage relationships with clients, colleagues, peers, customers - all stakeholders.- Roll out effective reporting and feedback methodologies to raise customer issues with the respective parties and to work on continuous improvement processes to reduce and remove repeat call types.- Provide regular reports as required to Senior Management outlining achievement against all targets and objectives.- Actively support Company Policy and best practice in the area of security with particular emphasis on the protection of sensitive customer information.- Actively support the implementation of all HR Company policies and processes across teams. Show less

Lisboa E Região, Portugal

Lisboa E Região, Portugal

Key Roles and Responsibilities:- Manage delivery of the XPS service to meet SLA standards and delight internal and external customers;- Drive and implement productivity improvements and service transformation;- Develop strong relationships and networks with country representatives, Global Contact Centre and FSU’s;- Develop people in order to deliver the best service to customers whilst achieving their personal goals;- Ensure an efficient operation by maintaining adherence to… Show more Key Roles and Responsibilities:- Manage delivery of the XPS service to meet SLA standards and delight internal and external customers;- Drive and implement productivity improvements and service transformation;- Develop strong relationships and networks with country representatives, Global Contact Centre and FSU’s;- Develop people in order to deliver the best service to customers whilst achieving their personal goals;- Ensure an efficient operation by maintaining adherence to standard XPS processes and operating procedures;- Continuously review standard process to improve customer experience and deliver productivity benefits;- Implement process changes with Operations team and country representatives- Provide expert problem and major incident management leadership to difficult, high profile customer issues;- Advise in-Country XPS representatives on the most efficient and cost effective ways to deliver quality service;- Manage XPS Service Exceptions Process and required approvals;- Fully utilise XPS support resources/suppliers to drive maximum profitability and customer satisfaction;- Manage, coach and develop relevant Service Delivery Operations staff;- Ensure service requirements and SLAs are understood by the whole team and implemented;- Maintain a robust relationship with all required parties in the delivery of XPS contracts (Further details, see Relationships);- Carry out quality checks to ensure quality standards are maintained;- Help maintain and develop revenue by providing the full range of services to meet customer requirements. Show less

Lisboa

Key Role Tasks and Activities:- Provide daily operational support to the team (covering resource planning, monitoring and feedback, controller feedback and assistance).- Monitoring performance against service levels, implement actions to achieve them and fulfill performance-reporting requirements.- Answer telephone calls as required and deal with customers as appropriate.- Accept and act on customer escalations.- Provide guidance to team members by acting as a centre of… Show more Key Role Tasks and Activities:- Provide daily operational support to the team (covering resource planning, monitoring and feedback, controller feedback and assistance).- Monitoring performance against service levels, implement actions to achieve them and fulfill performance-reporting requirements.- Answer telephone calls as required and deal with customers as appropriate.- Accept and act on customer escalations.- Provide guidance to team members by acting as a centre of competence on processes, systems and procedures.- Undertake appraisals utilizing peer input- Assessment skill requirements and coaching of team to meet required standards & targets.- Support Fleet Managers with rationalization programs for Key Customers and set up of new customer accounts.- Liaise with Various Helpdesks, Xerox and Third Party Service Providers escalating through these avenues to close.- Ensure best practices in Process and Quality for all accounts. Show less

Lisboa

Key Role Tasks and Activities:- Monitoring performance against service levels, implement actions to achieve them and fulfill performance-reporting requirements.- Produces operational reports and uses them to manage the conformance to service levels of the desk.- Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Takes ownership for monitoring adherence to all account related processes. Ensures the… Show more Key Role Tasks and Activities:- Monitoring performance against service levels, implement actions to achieve them and fulfill performance-reporting requirements.- Produces operational reports and uses them to manage the conformance to service levels of the desk.- Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Takes ownership for monitoring adherence to all account related processes. Ensures the processes in place are aligned with the contractual requirements. - Performs quality checks on agents performance- Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue. - Escalates issues to Team Leader, as necessary to deliver required service level and meet or exceed customer expectations/SLA. - Produces reports and monitors performance through statistical reporting and analysis.- Acts as a role model and team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative. Is able to supervise other team members in areas concerning the service delivery Show less

Lisboa E Região, Portugal

Lisboa E Região, Portugal

Lisboa E Região, Portugal

Master'S Degree, Ciência Política, 16

Post-Graduation Degree, New Media And Web Practices, 16

Activities and Societies: Students Association, Students Council

Bachelor'S Degree, Communication And Media Studies, 14

Activities and Societies: Students Association, Students Council, Course Comission