Team Lead

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee and direct a team of members throughout the designated shift

• Offer guidance, coaching, and assistance to help team members achieve their goals and objectives

• Ensure adherence to quality standards that align with client and customer experience

• Implement quality control measures and promptly address any quality-related issues

• Monitor and evaluate key performance indicators, including agent tasks and responsibilities

• Take necessary corrective measures to meet or exceed performance goals

• Train new associates while providing ongoing development for existing team members

• Promote continuous improvement through weekly one-on-ones and spontaneous coaching sessions

• Maintain clear and effective communication with team members, other shift leaders, and management

• Report issues, escalations, or areas for improvement

• Tackle operational challenges and resolve issues as they arise during the shift

• Collaborate with other departments to address complex problems

• Manage the helpdesk by monitoring agent availability and SLA tickets

• Act as the point of contact within the management queue for escalations

• Follow through on client- or management-defined processes while handling sensitive or confidential information

⛳️ Requirements

• Bachelor's/College Degree in a field you are passionate about!

• At least 1 year of leadership experience

• A minimum of 3 years in Customer Support

• Fundamental knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications

• Exceptional verbal and written communication skills

• Ability to comprehend and convey complex ideas to clients

• Quick learner with the capability to navigate new technologies, systems, and applications

• Open-mindedness and grace in accepting feedback

• Strong customer orientation with the ability to adapt and respond to customers from diverse backgrounds

🏝️ Benefits

• Competitive salary and performance-based bonuses

• Opportunities for professional development and career advancement

• Comprehensive health and wellness benefits

• Flexible work schedules and a positive work environment