The role of a Supervisor is to manage and supervise the activities of the agents and the operation, effectively leading with a focus on team monitoring and development, effective communication, and performance monitoring through coaching tools, feedback, and Personal Development Plans in order to increase individual and operational performance. They play a key support role for AzS Portugal in the continuous search for improvement solutions in achieving Service Level objectives. With their knowledge, they should be the main support for the team in operational issues, requests, and interaction with other areas.
Responsibilities
Achieve agreed objectives with stakeholders.
Control and manage people and their 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 times, log-in times, and daily KPIs to ensure productivity maximization.
Conduct assessment and development sessions with agents.
Handle various situations from agents and hold regular team meetings.
Create Individual Development Plans and training.
Ensure the application of policies, operating standards, and procedures for data protection.
Responsible for providing all materials and resources to ensure compliance with Information Security policies.
Report and investigate Information Security incidents (including all policy violations and exceptions).
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.
Ensure that the level of access to internal data and information is the minimum necessary for the performance of the function.
Review the access level of employees whose responsibilities or positions have changed to ensure that they do not maintain 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 Expected:
12th grade (mandatory), degree (desirable).
Knowledge in statistical analysis.
Knowledge of management tools (desirable).
Knowledge of Microsoft Office & Power BI.
Experience in Contact Center (Inbound or Outbound), preferably in the Insurance, Travel Assistance, or Claims area.
Soft skills Expected:
Good interpersonal skills, operating as part of a team, participating, collaborating with team members on projects
Strong verbal and written communication skills
High 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 language
Good ability to work in pressurized environments
Microsoft Copilot
ChatGPT
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. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Join us.
Let's care for tomorrow.
Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz' company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.