Call Center Team Leader

hace 4 semanas

Desde casa, México Nomad Desk A tiempo completo

**THIS IS A MEXICO BASED JOB****About us**:Nomad Desk is a business process outsourcing provider, dedicated to offering customized contact center and back-office services to startups in Southern California.Starting operations in 2014 as Nomad Dwelling (a short-term vacation rental company for travelers and guests in sunny Hollywood), our mission is to support and grow our clients´ customer base by providing them with the best customer experience on the marketThe Call Center Team Leader will run the daily functions of a Leader which include assisting with the formulation of targets for team members, onboard new employees, answering questions from staff, using KPI´s metrics, ensure adherence to policies, keep management informed of issues and problems, prepare monthly reports, etc.**Salary: $10,000 To 12,000 Monthly****Employment Type**- Full-Time Work- Remote position**Schedule**- Graveyard shift**Responsibilities**- Assist in the formulation of targets for team members and as a team- Onboard new employees- Answer questions from staff and provide guidance and feedback- Anticipate escalation and take over calls when needed- Devise ways to optimize procedures and keep staff motivated- Measure performance with KPIs metrics such as call abandonment, calls waiting etc.- Ensure adherence to policies for attendance, established procedures etc.- Keep management informed on issues and problems- Prepare monthly results and performance reports.- Keep campaign documents and files updated.- Host daily morning huddles with the team.- Draw up schedules (lunch, breaks and weekend guards).- Direct communication with the Operations Director.- Participate in the hiring process for the new team members of the campaign.- Evaluate agent's growth and negotiate annual salary remuneration.**Requirements**:- **Experience in customer service is essential**- **Proficient in English**- **Working knowledge of MS Office, drive, zoom.**:- **Knowledge of performance evaluation procedures**- **Outstanding communication and negotiation abilities**- **A results-oriented approach**- **Excellent organizational and leadership skills**- **Ability to work under pressure**- **High school diploma**- **Problem solving and troubleshooting skills**- **Time management**- **Knowledge in coaching and training**- **Team working with other supervisors campaigns.****Benefits**:- Christmas Bonus (aguinaldo)- Employee of the month bonus- Payroll discount loan- Flexibility- Professional growth- Happy work environment- Team building dynamics- Paid absence for illness- Paid holidaysYOU WILL BE REQUIRED TO SEND IN A 1-2 MINUTE VIDEO IN ENGLISH TELLING US ABOUT YOUR HUMAN RESOURCES EXPERIENCE AND UPLOAD YOUR CV WITH WORK EXPERIENCE REFERENCES.For your video you can upload it to Youtube and send us the link, in case you don´t want other people viewing it you can use an option that only lets people with the link to view.**Job Types**: Full-time, Contract, PermanentIdioma:- Do you speal fluent English and Spanish? (Deseable)

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