Team Leader

hace 7 días

Barranquilla, Colombia HGS - Hinduja Global Solutions A tiempo completo

**Your Impact**:As a Team Lead - Operations, you’ll have to ensure the highest level of service for our clients by coaching and developing our customer service representatives and by managing performance so that we consistently meet and exceed client expectations.

So, what does a day in the life of a Team Leader - Operations look like?
- Coach and Develop customer service representatives to achieve team goals that support business strategies and objectives.
- Responsible for monitoring employee performance using approved quality processes. Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews.
- Responsible for clearly communicating client and HGS expectations on an individual and team basis. Ensure production, quality levels and results to meet and exceed client expectations.
- Provide operational expertise in achieving business goals by effectively analyzing and acting on reported data.
- Develop daily and weekly action Plans to address individual performance in relationship to team performance.
- Responsible for handling escalated and non-resolved customer calls.
- Participate in cross-functional activities and communications to further HGS’s success.
- Responsible for communicating by personal example and ongoing dialogue compliance to HGS policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our CSRs.

**Why Choose Us?**

HGS is a global leader in customer experience management. With more than 21,000 employees spread across 7 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 900 of the world’s leading brands, HGS is the perfect place to build your future

Plus, working with HGS comes with benefits like:

- $2.800.000 - $3.800.000 hourly during training
- Hiring bonuses
- Refer-A-Friend bonuses
- Employee assistance programs
- Career advancement in a fast growing organization
- People focused environment where you’ll make lifetime connections and friendships

**What we are looking for?**
- To be successful, you’ll need these qualities;
- You’re at least 18 years of age
- AA/AS in Business Management or related field or equivalent experience required.
- BA/BS in Business Management or related field preferred.
- 3 year’s experience in customer service, call center or related field, including 12 months in management.
- Basic knowledge of call center management systems and terminology preferred.
- Demonstrated ability to improve and/or transform team processes.
- Demonstrated ability to understand basic data and take appropriate action.
- Demonstrated ability to lead, motivate, and develop work teams toward improved performance.
- Demonstrated written and verbal communication skills, focusing on professionalism, conflict resolution and positive reinforcement.

COVID-19 considerations:

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