Descripción de la Oferta

About the position

The team leader job in the call center is a highly focused position to ensure a service-oriented and professional working environment by supervising the performance of a team of operators and executing necessary actions for their permanent motivation, performance and success. Team leaders are knowledgeable of basic Avaya call reporting metrics, service quality policies, communications terminology and technology, and organizational procedures.
This position reports directly to the Supervisor.

Key responsibilities

• Motivating and inspiring the team to surpass their potential
• Exceed meet the area objectives and improvement targets
• Creating sense of ownership within staff and resolve issues
• Encouraging, supporting, and motivating actively as a team
• Communicate special and holiday schedules, promotions & policies update in a clear and quickly manner to the group in charge
• Monitoring team's performance on a day-to-day basis
• Ensuring that the employees follow their schedules properly
• Creating analyzing team performance through reports in a weekly monthly basis.
• Handling escalated calls, complaints, questions, and queries as necessary.
• Facilitating cross-functional communication within employees for improved working condition.
• Acting as an information source and answering operator customer questions, and giving instructions as needed.
• Documenting general reports on each team member’s performance and targets and ensure their success.
• Looking constantly for development as well as continuous improvement for the entire team.

Competencies

• Advanced English level (written and spoken)
• Excellent communication skills
• Leadership abilities
• Ability to listen others and solve issues or inquiries
• Receptive to constant feedback
• Trustworthy and reliable

Essential skills & requirements

• Strong knowledge of customer care techniques and processes.
• Exceptional analytical and listening skills.
• Ability to operate well in a call center team environment.
• Familiarity with several voice-logging systems and tools.
• Change adaptability and flexibility to work extended hours.
• Good aptitude for coaching, motivating, and interacting with work teams.
• Advanced Analytical skills to review and approve source of funds documents
• Advanced Ability to detect and report suspicious or fraudulent transactions

Education and experience

• High school graduated and or some college
• Demonstrate experience as operator, customer service or telemarketing representative min 1 year
• 1 year minimum working as a Team Leader

Experiencia Requerida

Educación Superior

Lenguajes