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Team Lead in Bogota, Bogota at Concentrix

Date Posted: 2/14/2018

Job Snapshot

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Job Description

Normal 0 21 false false false EN-US X-NONE X-NONE The Team Leader will be responsible for motivating and leading the people and driving results through maintaining and exceeding performance levels, which are underpinned by a strong and robust culture of coaching and development.

Job Requirements

Team Leader

Job Description
The Team Lead excels at promoting and developing Agent soft skills through coaching individuals and handling escalated situations. The Team Lead manages a team of front line employees with a primary focus on providing effective coaching and team building, timely and accurate monitoring and reporting of performance measures.

• Owns the plans for their team’s success and contributions to the business unit priority
• Improves the customers’ experiences by understanding and focusing on what’s important, measuring how we are doing and driving the necessary actions to improve
• Models the highest standards of customer service to employees
• A high performing team that meets or exceeds critical metrics and drives business unit priorities.
• Accurate, efficient resolutions to complex escalated customer issues.
• Drives continuous performance improvement for business results.
• Helps team identify, and if needed, remove obstacles, then frames and escalates issues if they cannot be resolved quickly
• Influence all aspects of performance management including staffing decisions (including hiring and terminations as appropriate), goal setting, development planning, performance evaluations, performance improvement, motivation and recognition
• Ongoing feedback and discussion with employees regarding what’s important, how are you doing, priorities to improve. These discussions include: regularly scheduled 1:1s, documentation of 1:1 sessions, performance plans, and informal meetings
• Establish action plans for improvement

Qualifications and Requirements

• Technical/Functional Skills
• One year of previous team lead/supervisor experience in an inbound/outbound call center environment highly desirable.
• Demonstrates excellent communication skills
• Prioritizes work to meet multiple deliverables and deadlines
• Communicates information regarding team performance, employee needs and VOE to senior management. Presents team data to manager and large groups and effectively responds to feedback.
• Rewards and recognizes the right behaviors on the team
• Demonstrates creativity in seeking new and better solutions
• Participates in and may lead call monitoring calibration across
• Ensures that employees have the development opportunities needed to learn and grow continuously assesses and improves processes within their scope and recommends improvements
• Excellent verbal and written communication skills including coaching and mentoring
• Leadership experience in a similar position that demonstrates capability to lead teams
• Knowledge of the client’s products and customer needs
• Demonstrated experience analyzing performance data and applying findings to improve and/ or manage individual performance.