Experienced Team Leader

hace 1 mes


Monterrey, Nuevo León, México Contactpoint 360 A tiempo completo
Job Title: Team Leader

We are seeking a highly motivated and experienced Team Leader to join our team at ContactPoint 360 Inc. As a Team Leader, you will be responsible for managing and motivating a team of customer service representatives to achieve exceptional results.

Key Responsibilities:

  • Manage and motivate a team of customer service representatives to achieve exceptional results
  • Provide direction and guidance to ensure consistent achievement of key performance metrics
  • Ensure accurate and timely communication of client and campaign issues to the Operations Manager
  • Consistently achieve goals for Quality, AHT, CSAT, VOC, NPS, and call monitoring per week for assigned team
  • Coach, mentor, and develop agent team for skills expansion and promotional opportunities
  • Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques
  • Maintain current employee records on direct reports
  • Provide Subject Matter Expertise
  • Ensure training needs of subordinates are met
  • Modify operations as needed to meet service level agreements under the supervision of the Operations Manager
  • Resolve escalated customer issues and hold team meetings on a regular basis with direct reports

Qualifications:

  • Up-to-date management skills and understanding of employee motivation
  • Understanding of key performance indicators including the working knowledge to drive appropriate behavior
  • Good oral and verbal communication skills and team player
  • Good leadership, coaching, and interpersonal skills
  • Good analytical, problem-solving, and work under pressure skills
  • Excellent ability to coach and performance manage agents
  • Ability to show eagerness to take in calls and role model behaviors that their agents can follow
  • Ability to respond positively to changing environment
  • Ability to motivate and encourage agents
  • Ability to maintain and practice high standards of customer service
  • Ability to work independently and in a team
  • Good listening and communication skills
  • 1+ years of collections experience in a similar performance-managed environment
  • Computer literacy (MS Excel and MS Word)
  • At least 1 year of experience in a related field
  • At least 1 year of experience as a supervisor
  • Full Availability to work 48 hours schedule 6 days a week

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