We are looking for a Consumer Engagement Services Supervisor to join a multicultural and diverse team in Portugal.

In this role, you will report to the Consumer Engagement Services Operations Lead and will be responsible for planning and executing operations for the assigned market, ensuring quality standards, strong stakeholder relationships, and an excellent consumer engagement experience. You will also lead the team with a strong focus on people development, performance, and retention.

What you will do:

• Manage the team by monitoring daily workloads and adjusting coverage as needed;
• Ensure service delivery follows the guidelines for Social Media Services lines;
• Guide, coach, and train team members to stay aligned with objectives and the Operational Master Plan;
• Monitor employee performance, quality, and productivity against SLAs and KPIs;
• Support onboarding processes and proper documentation;
• Collaborate with internal stakeholders and Brands to review KPI results and define action plans;
• Drive continuous improvement initiatives and support transition activities.

What we are looking for:

• Native or near-native German and fluent English;
• Experience in leading, coaching, and developing teams, including in remote environments;
• Experience in a BPO, Consumer Engagement, or customer service environment;
• Knowledge of consumer handling, CRM systems, help desk software, and social media/community management;
• Strong problem-solving, analytical, and communication skills;
• Results-driven mindset and ability to work under pressure.

What we offer:

• Under Directive (EU) 2023/970, the starting base salary for this position ranges from 1270€ gross per month;
• Hybrid work model;
• A culturally diverse and international environment;
• Competitive salary and annual bonus according to performance;
• Meal allowance card and flex benefits;
• Training, e-learning, and career progression opportunities;
• Other employee benefits and wellbeing initiatives.

If you are eager to learn, digitally savvy, and ready to make an impact in a fast-paced environment, this could be the right opportunity for you.

Após a sua candidatura e para agilizar os próximos passos, poderá ser contactado(a) via WhatsApp por um Assistente de Inteligência Artificial, como parte do processo de recrutamento e seleção, em nome da nossa equipa.

A Gi Group promove a igualdade de oportunidades, diversidade, inclusão e transparência remuneratória, assegurando processos de recrutamento e seleção não discriminatórios, em conformidade com a legislação nacional aplicável e com os princípios da Diretiva UE sobre Transparência Salarial