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.
