Detalle de la Oferta

Descripción de la Oferta

Position overview:
The Operations Team Leader’s main objective is to ensure agent compliance with account KPIs in order to achieve account objectives, provide motivation and maintain discipline within his or her team. She/He carries out supervisory functions for a team of representatives, including customer
support (handle escalations and comply with monthly call/cases amount targets), walking the floor, monitor schedule adherence, review productivity, and quality assurance metrics compliance for each team member, as well as workday documentation and payroll submission, maintain daily
communication with the client. You’ll combine attention to detail, critical thinking, and a tech-focused mindset to deliver solutions that inspire confidence and peace of mind.

Key responsibilities:
Monitoring and evaluation of calls and/or emails/cases; continuous monitoring and evaluation of the performance of the assigned team; constantly monitoring the metrics assigned to the team; monitoring the quality standards required by the account using motivational techniques to stimulate
the team; implementation of action plans, among others.

Mandatory Requirements:
? Minimum of 6 months of proven experience as a Team Leader
? Schedule flexibility
? Availability to work on-site
Core competencies:
? Giving support
? Focusing on customers
? Embracing technology
? Managing self-development
Leadership competences:
? Providing leadership
? Leading change
? Building effective team
? Managing stakeholders
Functional competencies:
? English - B2 - Required
? Oral and written comprehension
? Appropriate use of language
? Advanced understanding of Google Apps for Work tools (ie: Google Drive, Google Calendar,
Gmail)
? Advanced Excel - Desirable
? Functions: SUMIF Joint, average, Count, conditioning formulas (IF, AND, OR)
? Preparation and presentation of advanced graphics
? Pivot Tables
? Search the data value by VLOOKUP
? Format Cells
? Advanced Filters
? Customer Service - Advanced
? Quality Processes - Advanced
? Motivation Theory - Advanced
? Basic Knowledge of Operational Procedures
? Comfortability talking about technical and safety issues
? Great problem solving skills
? Ability to prioritize in a fast-paced environment and excellent time management skills
? Technical Proficiency: Strong understanding of consumer electronics, home security
systems, and connectivity troubleshooting. - It’s a plus

Qualifications:
? Third year or graduate of Business Administration, Industrial Engineering or related career -
Desirable
? Experience: 2–3 years in customer service or technical support (phone or chat), with proven
success in resolving customer technical issues efficiently. - Desirable
? 1+ year of experience in the home security or technology-driven industry - Desirable
? Prior experience supporting, smart home, or connected devices - Desirable
? Proven experience in personnel management - Desirable

Experiencia Requerida

Educación Superior

Lenguajes