MetLife

The Team You Will Join

At MetLife, you will join a dynamic, results-driven team responsible for managing and developing customer contact and commercial operations. You will work in a collaborative environment where close teamwork, continuous improvement and operational excellence are core values.

We are evolving towards an increasingly digital, data-driven and efficient operating model, focused on contact quality, regulatory Compliance and maximizing commercial value.

The Opportunity

At MetLife Portugal, we are looking for a Telemarketing Lead / Supervisor with strong operational leadership and a results-oriented mindset. This role will be responsible for coordinating, developing and empowering a high-performing telemarketing team, ensuring outstanding levels of performance, quality and compliance.

This position plays a key role in optimizing commercial processes, monitoring performance metrics and implementing best practices, actively contributing to digital transformation and continuous improvement of the customer experience.

Key Responsibilities:

• Coordinate and supervise the daily activity of the telemarketing team (inbound and/or outbound)
• Define, monitor and ensure the achievement of commercial and operational KPIs (contacts, qualified leads, conversion, sales, call quality)
• Deliver ongoing coaching, call monitoring and structured feedback to support team development
• Support onboarding and continuous training of new team members
• Manage schedules, shifts and team productivity levels
• Ensure compliance with internal policies, regulatory requirements and data protection rules
• Handle escalations and ensure effective resolution of customer requests and complaints
• Prepare regular performance reports and analysis for management
• Collaborate with Commercial, Marketing and Operations teams to improve campaigns, scripts and processes
• Contribute to process digitization and automation, promoting efficiency and scalability

What You Need to Succeed: 

• Previous experience in telemarketing, call center or inside sales, preferably with team coordination or supervisory responsibilities
• Strong results orientation and proven ability to manage teams
• Experience monitoring performance metrics and producing reports
• Solid knowledge of CRM systems and call center platforms
• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint)
• Fluency in Portuguese and English (minimum B2 level)
• Strong communication, leadership and problem-solving skills
• Ability to work under pressure and manage multiple priorities
• Team spirit, autonomy and a proactive mindset

What Will Be Considered an Advantage: 

• Previous experience in the insurance, financial services or other regulated sectors
• Experience in performance-driven commercial environments with variable compensation
• Knowledge of Power BI or other data analysis and visualization tools
• Interest in digital transformation, automation and continuous process improvement

Why Join MetLife?

• Be part of a leading global brand, recognized for its strength, ethics and positive impact
• Experience an open and collaborative culture, where constructive feedback and continuous development are valued
• Work in a safe, healthy and inclusive environment, where people feel supported and engaged
• Benefit from a competitive pension plan, designed with your future in mind
• Access health and dental insurance, supporting your well-being and that of your family
• Enjoy a flexible compensation plan, tailored to your individual needs
• Take advantage of continuous learning opportunities and real career growth paths
• Benefit from flexible working hours, supporting work–life balance
• Join a multinational company with an excellent working environment, where collaboration and respect are fundamental

#LI-SP1