Bilingual Team Leader for New Client! - BPO industry

Descripción de la oferta

We are looking for our next experienced Team Leader for our new account! We need a charismatic, outgoing, and awesome person, so if you have what it takes, please apply!
Team Leader is responsible for maintaining and managing a stable team effectively to support its Customer Service Specialists skills development, guaranteeing an excellent product with knowledge, quality, and productivity. Their daily activity focuses on achieving the greatest efficiency along with exceptional quality, maintaining high morale in the assigned CSR team, and developing the competencies of each of them. Support the Business Manager (BM) with tasks related to the performance and efficiency of the CSRs, ensuring that behavior is aligned with Transcom and the clients objectives and policies.

Responsibilities:
Promote open communication, and cooperation/teamwork.
Create a friendly work environment and promote initiative with an open environment.
Generate training programs, if necessary based on available resources.
Motivate, train, and develop CSR individually.
Provide timely assistance to telephone technicians who request help.
Take escalated calls to set a good example as a role model.
Know, communicate, guarantee, and monitor the service goals and objectives assigned to each of the CSRs in your team, constantly providing feedback and advising the CSRs to improve operational knowledge.
Establish a performance objective for each CSR and conduct periodic quality oversight reviews with them.
Determine individual tasks for CSR and skill levels.
Monitor the performance of established operational tasks and objectives for CSRs and the entire team.
Carry out periodic quality evaluations with agents.
Evaluate existing CSRs for advancement potential for TL positions.
Lead the CSR team and ensure the quality of work to meet the requirements and standards of Transcom customers.Work Experience: At least 6 months of experience leading teams in the BPO industry.

At least one year of experience as a Team Leader/Supervisor in the BPO industry.
Technical knowledge: Office package (Word / Excel / PowerPoint): Advanced.
Advanced English Level (B2+/C1)
46 hrs/ Saturday off
Training schedule: 8 am to 5 pm Monday to Friday for 2 weeks
Ops HOOP: 7 am- 9 pm Sunday to Thursday / 6 am- 6 pm Friday
Availability to work on-site in Bogotá.
Start Date: January 9
Salary: $3,500,000 COP + 13% Performance bonus + $130,000 Food Allowance

Requerimientos

• Educación mínima: Bachillerato / Educación Media
• 1 año de experiencia

Palabras clave: industrial, industria

Hace 7 días

Acerca de TWW SAS

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home...

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home agents, across 23 countries, delivering services in 33 languages to international brands in various industries. We are Transcom.

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