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Team Manager - Remote based in Portugal

Permanent employee, Full-time · Portugal Agents+TM
Your mission
ABOUT THE ROLE
                                       
We are looking for a Team Manager to join the team. This is an exciting opportunity for someone with managerial qualities and with a focus on growth. The successful candidate is willing to challenge, lead by example, learn, who is self-motivated, empathetic and a proactive individual.  This is a permanent work from home role so the only commute you will need to worry about is getting to your home desk.
 
WHAT YOU'LL BE DOING
 
  • Working closely with the Group Manager to assist as a key point of contact for day to day operations. 
  • Actively managing and supporting the team on a day-to-day basis. (Catch ups, 1-2-1’s, coaching, and assisting with general queries) 
  • You will be responsible for delivering daily and weekly reports while maintaining trend data in the background.  
  • You will be responsible for dealing with client/Front of House escalations. 
  • Dealing with compliance, Fraud, KYC, Sanctions and complaints
  • Ensuring team members are fully briefed on new information within agreed time scales. 
  • You will be responsible for generating and maintaining SOP’s. 
  • Ensure that service level is maintained, and impacts are managed effectively when making team decisions - including creating and presenting trainings, authorization of training requests, team briefings, and any other absence. 
  • Continuously reviewing opportunities to streamline processes and implement any process or system changes that will drive efficiencies
  • You will have the ability to implement and facilitate the personal and professional development of your team by giving them constructive feedback. 
  • Excellent communication and influencing skills with the ability to plan, prioritise and allocate work to achieve and exceed agreed SLA’s. 
  • You will support your team by assisting during peak interaction periods/Days where absences occur, to ensure SLA’s are protected and your team is supported. 
Your profile
ABOUT YOU: 
 
  • You have a minimum of 1 to 2 years’ experience in a team manager role in customer service. 
  • Previous experience in Fintech Industry required.
  • Fluency in English language
  • You are willing to challenge and lead by example.  
  • You have the ability and willingness to adapt your shift patterns to support your team when required to do so. 
  • You are competent providing high-level support to both patients and your team. 
  • You have experience using helpdesk software and remote support tools.  
  • You can demonstrate high levels of initiative with the ability to multi-task and be detail oriented in a fast-paced environment.  
  • You have a growth mindset and are a proactive, self-motivated individual. 
  • You are proven to be organised, methodical and rigorous.  
  • You have strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions and the ability to learn new applications quickly.  
  • You are a team player able to develop great relations with all internal teams. 

Why us?
WHAT YOU GET IN RETURN:
 
  • The ability and autonomy to be able to work from where you want.  
  • A competitive salary.  
  • WFH allowance provided
  • Meal Allowance provided
  • Online Gym and Wellbeing Studio.  
  • The opportunity for professional growth.  
  • Fun company events and team outings.  
Social & Environmental statement
 
Otonomee recognises that we/the company/the employees have a responsibility to the environment beyond what is legal and regulatory requirements. Otonomee is committed to reducing our environmental impact and continually improving our environmental performance, as an integral part of our business strategy and operating methods. This commitment is laid out in our Environmental Policy.  Otonomee is also committed to social performance and enacting positive social change through our CSR activities and our business strategy and operating methods.  As a manager at Otononomee, you will be a part of our environmental and social performance commitment and will sign the Employee Environmental Commitment. In your role, you will champion, follow, and help to enact Otonomee’s social and environmental goals.
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About us
Founded in 2020, Otonomee is one of the world's first purpose built, remote first, outsourcing companies (BPO)  who provides partner companies with outsourced sales and customer support solutions.

We design, build and operate outsourced people and technology solutions for growing businesses. Our solutions help customers protect their brands as they grow their customer base, move into new markets and find efficiencies to support their growth.

We leverage the benefits of a remote first model to attract talent from a wider talent pool and are achieving industry leading retention levels for our partners. Our service is available 24/7 in all European languages. We currently support partners operations in Ireland, the US, UK and across Europe.

Otonomee is committed to encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow 

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We are looking forward to hearing from you!
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