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Operations Team Leader


VXI Guatemala

Call Center / Telemercadeo

Salario

Q.6,000.01 – Q.8,000.00

Nivel de Estudios

Universidad

Experiencia

1 año

Requerimientos

Lugar: Guatemala

Rango de Edad: 25-50 años

Idioma (s): Inglés

Jornada: Tiempo completo

Otros conocimientos:

Disponibilidad para viajar: No

Disponibilidad para cambiar residencia: No

Licencia de Conducir: No es requerida

Detalles de la Plaza

Fecha de Contratación: 14-07-2020

Vacantes: 2 puestos

Tipo de Contrato: Tiempo indefinido

Descripción:

The team leader is responsible for the day-to-day operations of a team of representatives. This position has a direct and immediate impact on the overall efficiency and profitability of the company.
REQUIREMENTS:
•    1 year experience on a similar position 
•    Customer service oriented
•    Solid communication and coaching skills
•    Call shepherding & Escalation queue experience
•    Excel knowledge
•    Leadership skills
•    Planning and organizational skills
•    Schedule flexibility
•    Advanced spoken & written English level
DUTIES AND RESPONSIBILITIES:
•    Plans, directs, supervises, and evaluates workflow. Coordinates work activities to achieve the volume expected to meet operational requirements.
•    Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements.
•    Monitor attendance, adherence and performance of associates according to established standards.
•    Identify and implement initiatives, activities to keep associates motivated.
•    Anticipate escalations and take over calls when needed.
•    Assist, provide guidance and constant feedback and coaching to the associates.
•    Achieve associates commitments to reach individual and team targets.
•    Monitor queue and track inbound calls. Keep associates aware of inbound calls and abandonment rate.
•    Generate reports.

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