Team Leader

About Allianz Services Portugal Allianz Services Portugal is looking for a Team Leader / Supervisor to manage and support the daily activities of agents and the overall operation. This role focuses on team monitoring and development, effective communication, performance management, coaching, feedback, and Personal Development Plans. The goal is to improve both individual and operational performance while supporting the achievement of service level objectives. With strong operational knowledge, the Supervisor will act as a key point of support for the team, helping with operational questions, requests, and interaction with other departments. Responsibilities Achieve the objectives agreed with stakeholders. Control and manage team performance. Proactively identify opportunities and implement process improvement actions. Monitor the quality of agents’ phone calls. Identify frequent errors and areas for improvement. Evaluate daily statistics, including idle time, login time, and daily KPIs, to maximize productivity. Conduct assessment and development sessions with agents. Handle different situations raised by agents and hold regular team meetings. Create Individual Development Plans and training actions. Ensure the application of policies, operating standards, and procedures related to data protection. Provide the necessary materials and resources to ensure compliance with Information Security policies. Report and investigate Information Security incidents, including policy violations and exceptions. Ensure that, after contract termination, all computer equipment used by the agent is returned and that IT access deactivation is requested. Ensure that access to internal data and information is limited to what is strictly necessary for the role. Review employee access levels when responsibilities or positions change, ensuring they do not keep inadequate or unnecessary access. Monitor customer processes and complaints. Handle agent requests. Build strong relationships with clients and stakeholders. Communicate effectively to understand customer needs and expectations. Profile Technical Background 12th grade education is mandatory. Degree is desirable. Knowledge of statistical analysis. Knowledge of management tools is desirable. Knowledge of Microsoft Office and Power BI. Experience in a Contact Center environment, inbound or outbound. Previous experience in Insurance, Travel Assistance, or Claims is preferred. Soft Skills Good interpersonal skills and ability to work as part of a team. Ability to participate, collaborate, and contribute to team projects. Strong verbal and written communication skills. Strong interpretation and argumentation skills. Strong analytical and problem-solving skills. Ability to work independently and collaboratively with cross-functional teams. Fluency in Portuguese. Knowledge of English. Good ability to work under pressure. Interest or experience in data analysis, Microsoft Copilot, and ChatGPT. Position Details Area: Operations Level: Professional Position: Non-Executive Company: Allianz Services Schedule: Full-Time Contract: Permanent Reference: 99909 About Allianz Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams, and challenges is what makes us a unique employer. We are united by a shared commitment to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow, and shape a better future for our customers and for the world around us. Diversity and Inclusion At Allianz, we stand for unity. We believe that a united world is a more prosperous world, and we are committed to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion, and trust are at the heart of our culture. We welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations. Additional Note Having different strengths, experiences, perspectives, and approaches is an integral part of Allianz’s company culture. One way to support this is through regular rotation of Allianz employees across functions, Allianz entities, and geographies. Allianz therefore expects employees to have general openness and strong motivation to regularly change positions and gain experience across Allianz Group. Great to have you on board. Let’s care for tomorrow.