team leader de contact center.

 

What does our client value?

• Advanced knowledge of written and spoken English.

 

• Knowledge of the Customer Compliance Network and CMMI/KYC process.

 

• People who focus on quality and improvement opportunities.

 

• Excellent communication skills.

 

• Knowledge of data analysis and agile methodologies.

 

• Analytical thinking to evaluate and assimilate different data.

 

• Autonomy.

 

• Horizontal leadership and collaborative work.

 

What will be the tasks to be performed?

 

• Continuously look for creative ways to improve the assigned process.

• Provide coaching and feedback to the team.

• Motivate Customer Care Professionals (CCP) through recognition and reward programs.

• Promote and support team development.

• Monitor and improve the performance of staff members according to established standards.

• Monitor and improve the performance of processes under his/her responsibility.

• Make hiring decisions and conduct monthly performance evaluations.

• Lead regular team meetings.

• Organize timely training for PCCs as appropriate.

• Proactively resolve issues and provide timely resolution to ensure minimal impact on customers and employee satisfaction.

• Identify course of action for problem resolution and effectively communicate plans to those affected.

• Drive process improvement by teaming with support teams using available information and tools.

 

What do they expect from you?  

 

• You are passionate about service and customer service.

• You have the ability to organize, plan and perform tasks simultaneously.

• You have a strong orientation to results.

• Flexibility to work in a shift environment that may include nights and weekends. 

• Previous experience in managing and motivating teams. 

Nos esforzamos todos los días en crear un entorno diverso y nos enorgullece ser una empresa con igualdad de oportunidades para todas las personas, independientemente de su raza, color, religión, sexo, identidad sexual u orientación sexual, país de origen, genética, discapacidad o edad.