Operations Team Leader

VXI Guatemala

Call Center / Telemercadeo


Q.6,000.01 – Q.8,000.00

Nivel de Estudios



1 año


Lugar: Guatemala

Rango de Edad: 25-50 años

Idioma (s): Inglés

Jornada: Tiempo completo

Otros conocimientos: Microsoft Excel

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: 1 puesto

Tipo de Contrato: Tiempo indefinido


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.
•    1 year experience in a similar position
•    Customer service oriented
•    A strong product and process knowledge
•    Call shepherding experience
•    Retention skills
•    Tech savvy 
•    Excel knowledge.
•    Leadership skills.
•    Planning and organizational skills.
•    Schedule flexibility.

•    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.
•    Review and approve payroll. Enter and apply agents HR Exceptions.
•    Generate reports.
•    Shepherds calls
•    Help out with the escalation queue

¿Deseas aplicar?

Debes iniciar sesión para aplicar a esta plaza.

Inicia Sesión

¿Aún no tienes cuenta?

Regístrate siguiendo el enlace a continuación:

Registrate Aquí