Team Leader

Há 7 dias

Brasil Nityo Infotech Tempo inteiro

Team Leader

Horario de Trabalho: Comercial

CLT

Presencial

Localidade: Curitiba - PR

3 + years experience at handling customers within service/technical fields.

● Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided, as well as in English where required;

as a second language for the provision of Services;

● Ability to explain what's driving their teams' performance in a concise and data driven way

● Ability to identify and grow talent, lead, motivate and coach direct reports;

● Proven ability to identify training needs and support development of programs;

● High level of integrity as demonstrated personally and professionally;

● Proven ability and passion to coach in one-on-one and also in a team setting with a clear data driven approach and tangible output for agents to improve;

● Outstanding customer service skills;

● Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with;

to-the-point communication;

● Excellent organizational skills and detail-oriented approach to problem solving

● Demonstrated proficiency in multi-tasking and prioritization;

● Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry o Familiarity with project;

management.

● Moderate understanding of business process improvement methods

● Understanding of departmental policies and procedures.

Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.

● Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s

performance to continuous KPI achievement;

● Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals;

● Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences with to-the-point communication;

● Able to adapt quickly to changes in workflows/processes/procedures/product features

● Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization;

● Able to clearly outline current performance drivers of their market and actions to improve

● Maintain a professional and personable demeanor at all times.

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