Team Leader, Operations
Based in Guatemala
Core
Supervise call center associates to achieve performance metrics and customer service KPIs.
Role type
Team Leader, Operations
Builds
Call center operations
Domain
Customer Support / Contact Center
Required skills
Coaching, performance management, team supervision, KPI tracking, conflict resolution, policy implementation, employee relations, scheduling, stakeholder communication
Preferred skills
Associate's degree, 2-4 years experience, leadership, mentoring, multi-tasking, prioritization
Responsibilities
Supervise daily operations of call center associates, coach direct reports on performance, manage employee relations including hiring/firing/promotions, ensure KPIs are met, conduct team meetings, handle escalated customer calls, implement management policies
Seniority
Manager, supervises non-exempt employees