Team Lead

hace 2 semanas

Barranquilla Metropolitan Area, Colombia OP360 (OfficePartners360) A tiempo completo

OP360 is looking for you

Are you passionate about guiding others, ensuring excellent customer experiences, and creating a supportive work environment? We are looking for a results-driven Team Leader to oversee and support our Customer Care Representatives. You will be responsible for monitoring team performance, coaching and developing agents, and driving KPIs that contribute to customer satisfaction and operational success.

If you enjoy creating an inspiring team environment with open communication, this is the perfect role for you

About the position:

As a Team Leader your Job Responsibilities will be:

  • Lead, coach, and motivate a team of Customer Care Representatives.
  • Monitor team performance and provide regular feedback and evaluations.
  • Set clear team goals and key performance indicators (KPIs).
  • Delegate tasks and manage daily workflows to meet service level agreements (SLAs).
  • Guide team members in resolving inquiries across phone, digital platforms, and web entries.
  • Provide support with escalated cases, customer issues, and administrative requests.
  • Identify individual and team training needs and coordinate learning plans.
  • Maintain documentation standards and ensure adherence to operational procedures.
  • Collaborate with internal departments to streamline support processes and improve tools.
  • Track and report team metrics and suggest improvement opportunities.

Requirements and skills:

  • At least 1 year of experience as a Team Leader, Knowledgeable in managing KPIs.
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Work well under pressure and follow through on items to completion
  • Strong communication skills, both written and verbal
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
  • Ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule

Benefits

  • New account
  • Indefinite Contract
  • Benefits with Allies for personal life goals
  • Onsite Perks

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