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Team Lead
hace 2 semanas
**Wipro,** a leading global information technology, consulting and business process services company is looking for your talent to join into one of our projects as a **Customer Service Representative Team Lead.**
This position belongs to the Digital Operations and Platforms (**DOP**) area of the company.
**Responsibilities**:
- Responsible for coaching, shadowing and supporting their agents directly. effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
- Identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement.
- Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager, ) with to-the-point communication - Able to adapt quickly to changes in workflows/processes/procedures/product features.
- Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
- Clearly outline current performance drivers of their market and actions to improve.
- Maintain a professional and personable demeanor at all times.
**Requirements**:
- 3 - 4 years of experience in Customer Care.
- Minimum 1 year of experience in managing teams for contact center services.
- English Advanced level.
- Bachelor's degree completed.
- Professional customer service skills : solution mindset, helping nature, passion for the customer and customer experience.
- Fair written and verbal communication skills.
- Critical thinking and logical thinking.
- Ability to multitask and work under pressure.
- Thinks outside of the box.
- Demonstrated ability to be a fast learner and diligent worker.
- Problem solving abilities.
**Location**:
Guadalajara, Jalisco.
**Type of work**:
On-site.
**Schedule**:
Monday to Friday from 7 AM to 7 PM.
**Salary**:
Up to $28k monthly.
**What we offer**:
- Life insurance
- Major medical insurance
- Dental and vision plan
- 30 days Christmas Bonus
- Food Vouchers
Pay: Up to $28,000.00 per month
**Language**:
- English (required)
Work Location: In person
