Call Center Team Lead

hace 4 días


Tijuana, Baja California, México Baja Call Center A tiempo completo

Job Summary

We are seeking a highly skilled and experienced Operations Supervisor to join our team at Baja Call Center. As a key member of our leadership team, you will be responsible for leading a team of operative personnel to ensure the compliance of key performance indicators, attendance, bonuses, and queue monitoring on a day-to-day basis.

Key Responsibilities

  • Monitor operative queues to ensure compliance with relevant service levels
  • Provide feedback to team members to drive performance and growth
  • Develop and present analysis of key performance indicators to senior management
  • Review staffing requests and availability for hire
  • Track seasonal events that can drive high call volumes
  • Analyze and propose continuous improvement initiatives

Requirements

  • Advanced English language skills
  • Strong communication and interpersonal skills
  • 1 year of experience as a Supervisor in the call center industry
  • In-depth understanding of effective feedback techniques
  • Strong work ethic and proactive approach
  • Structured and organized work style
  • Empathetic and analytical skills
  • Strong decision-making skills


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