Senior Team Lead Position

hace 9 horas


Xico, México Minacs A tiempo completo

About the Role

At Minacs, we are seeking a highly skilled Senior Team Lead to join our team. As a key member of our leadership team, you will be responsible for overseeing a group of call center associates and serving as a mentor and coach to a team of Team Leaders.

Key Responsibilities

  • Lead Team Members: Foster their professional development and growth via effective coaching and communication, promoting teamwork and cooperation.
  • Coach Direct Reports: Regularly assess performance to ensure metrics are achieved.
  • Identify Performance Issues: Develop action plans for improvement and implement corrective action when necessary.
  • Ensure Customer Satisfaction: Deliver high-quality service that meets contractual KPIs and financial expectations.
  • Communicate Expectations: Clearly inform employees of updates and changes.
  • Provide Subject Matter Expertise: Handle escalated customer calls as needed.
  • Manage Team Metrics: Participate in discussions about attrition and develop actions to reduce it.
  • Stay Current: Attend required manager development training and stay updated on internal work processes, policies, and procedures.

Candidate Profile

We are looking for an individual with:

  • An Associate's degree in a related field, preferably with 4-6 years of experience (with at least one year of Progressive Management Experience).
  • Strong communication skills, both written and verbal.
  • Demonstrated ability to lead teams in multi-tasking, prioritization, and meeting timelines on deliverables.
  • Demonstrated ability to mentor, coach, and provide direction to a team of employees.
  • A willingness to work a flexible schedule.

Earnings Potential

The estimated salary for this position is $80,000 - $110,000 per annum, depending on qualifications and experience.


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