Manuel Alcada

Quality Service Manager

6000 followers

Lisbon, Lisbon, Portugal

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Timeline
About me
Managing Director | HAPPY WORK | Author, trainer, consultant, coach | Leadership, sales, customer service,contact center
Education
- Iscte - Instituto Universitário de Lisboa
  2002 - 2004
  PG Sociology
  Sociology of Work - Call / Contact Center, Temporary Work
- ISEG - Lisbon School of Economics & Management
  2006 - 2008
  Master MBA
- Universidade do Porto
  1993 - 1998
  Lic Geography
  Activities and Societies: Member, President and President of the General Assembly of Oporto Faculty of Arts Student Union (representing 4.000+ students). Member and President of the General Assembly of the Oporto Student Federation (representing 30.000+ students). Member of the University Senate and Assembly Member of the Arts Faculty Board and Assembly
Experience
- TMN
  Jan 1998 - Jan 2000
  Quality Service Manager
  Systematised evaluation of TMN Contact-center performance
- CRH
  Jan 2000 - Jan 2005
  Project Manager
  Human Resources Outsourcing Team Manager at the Contact-center and Chain Stores of some of the largest Portuguese utilities - EDP, GALP, LISBOAGÁS, ONI, EDA, EDPVALOR -, leading over 700 workers, and reporting directly to the Administration
- Santa Casa da Misericórdia de Lisboa
  Jan 2005 - Jan 2011
  Contact Center Director
  Responsible for the global Contact-center performance, ensuring the Service Levels agreed with its customers and the Organisation.
- Manuel Alçada
  Jan 2006 - Jan 2007
  Contact center Implementation Consultant, working for the Agencia Nacional para a Qualificação (Public Education) Contact center Implementation Consultant, working for the Government - Instituto de Emprego e Formação Profissional (Public Employment Agency)
  - Consultant
    Jan 2007 - Jan 2007
  - Consultant
    Jan 2006 - Jan 2007
- NextiraOne
  Feb 2011 - Mar 2012
  Sales Consultant - Contact Centers
- Happy Work
  Mar 2012 - now
  Managing Director
  Managinf director of HAPPY WORK. Trainer, consultant and coach for customer service, sales and leadership. Author of the only book in Portuguese for contact center managers and specialists.
Licenses & Certifications
- Certified Trainer
  IEFP
  Jun 2012
- Certified Professional Behaviour Analyst (CPBA)
  TTI Success Insights
  Oct 2023
- Certified Coach
  International School of Professional Coaching (ISPC)
  Nov 2014
Honors & Awards
- Awarded to Manuel Alcada
  "2018 Person of the year" - Contact Center Industry, Portugal Call Center Magazine Nov 2018 I was granted an award as "Person of the year" by IFE - Call Center Magazine and the two Portuguese Contact Center Industry Associations.