Team Lead

hace 2 semanas

Veracruz, Veracruz-Llave, México Firstsourc A tiempo completo
We are hiring a focused Team Lead to join our vibrant team at firstsourc in Ciudad de México.
Growing your career as a Full Time Team Lead is an awesome opportunity to develop excellent skills.
If you are strong in critical thinking, creativity and have the right drive for the job, then apply for the position of Team Lead at firstsourc today
  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
  • Manage a fast paced diverse team whose responsibility is to deliver to agreed Call Center service levels consistently – Abandon rate, Average Handle Time and Customer Service / Quality Scores.
  • Provides leadership, structure and accountability within the team to organize, execute and complete specific objectives.
  • Attain a monthly production target of 100%
  • Ensure all timelines are met in executing all request and projects
  • Quality of Work is near or at 100%
  • Maintain attendance and time card records of all the team members.
  • Evaluate and develop staff by coaching, training, and mentoring employees to meet and exceed expectations, utilizing Situational Leadership training skills with motivation and professionalism; which will effectively produce desired results
  • Time management skills, delegate as necessary, to ensure quality of service and maximization of resources are being utilized to the fullest capacity enabling the Team to meet tight deadlines and objectives
  • Meets short and long term goals by identifyingworkflow enhancements to improve production and efficiency levels
  • Partners with other Team Leaders, Supervisors and Manager in the prioritization and distribution of daily work
  • Provides, a minimum of monthly, positive success & growth feedback to Team relative to meeting team and individual goals
  • Understand and assist all staff with processes as needed
  • Review and confirm the accuracy of the staff's processing(Quality Control Review)
  • Ability to communicate effectively (both verbal and written communication) with multiple internal and external stakeholder
  • Maintain the security, confidentiality, integrity and availability of information stored in the Sourcepoint's computer networks and data communications infrastructure. All users of Sourcepoint systems are responsible for protecting those resources and the information processed, stored or transmitted. For full details of your responsibility, please refer to the Sourcepoint Information Security Policy.
  • Performs other related duties, as required.

Key Performance Indicators:

  • Meet or exceed monthly SLA's.
  • Earn trust and confidence of the client.
  • Develop team members.
  • 85% satisfaction rating on global employee surveys.
  • Zero non-conformities on internal and external audits.
Benefits of working as a Team Lead in Ciudad de México:
● Company offers great benefits
● Advancement opportunities
● Attractive package

Original job Team Lead - Urgent Role posted on GrabJobs . To flag any issues with this job please use the Report Job button on GrabJobs.

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