Goncalo Sousa
@goncalosousa
I lead customer operations teams, improve service quality, and ensure KPI and SLA performance.
PortugalWhat I'm looking for
I've led Contact Center teams at Intelcia and Randstad, improving service quality, performance monitoring, and operational consistency.
At Intelcia, I managed teams of 10 to 15 employees, tracked KPIs and SLA compliance, identified performance gaps, and supported improvement plans. I also created Excel tracking files, organised schedules, and monitored working times.
I've delivered coaching, feedback, and development plans while monitoring call and service quality. During Operations Coordinator absences, I ensured management continuity and made operational decisions.
After being promoted to Team Leader within around six months at Randstad, I supported teams in meeting targets and resolving challenging customer situations. I'm now interested in bringing my quality, procedure-compliance, and decision-making experience to Content Moderation, Trust & Safety, or Customer Operations.
Experience
Work history, roles, and key accomplishments
Team Leader
Intelcia
Dec 2020 - Aug 2025 (4 years 8 months)
Managed teams of 10 to 15 employees, monitoring performance, quality, and target achievement. Delivered coaching, created development plans, and acted as Operations Coordinator during absences.
Education
Degrees, certifications, and relevant coursework
University of Minho
Bachelor's Degree, Criminology and Criminal Justice
2025 -
Pursuing a Bachelor's Degree in Criminology and Criminal Justice.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Salary expectations
Job categories
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