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.
