Team Lead

This is a fully remote position, open to applicants in Kentucky, +1 more state.

📋 Description

• Provide daily operational guidance and communication to assigned staff members.

• Drive exceptional service in line with established key performance indicators.

• Continuously assess processes and procedures for improvement.

• Propose methods to enhance operations, efficiency, and service for both internal and external clients.

• Offer statistical and performance feedback along with regular coaching to team members.

• Draft and conduct performance evaluations for skill enhancement.

• Provide coaching, counseling, guidance, and resolution for employees facing work or personal challenges.

• Identify and implement best-in-class facilitation techniques to coach employees towards achieving business performance standards.

• Integrate performance interventions to expedite learning.

• Lead and motivate customer service representatives to meet KPIs and performance metrics.

• Utilize Helpware and client-specific tools and applications for customer support.

• Commit to a fully dedicated 40-hour work week.

⛳️ Requirements

• A minimum of 1 year of experience in a BPO call center environment.

• Exceptional verbal and written communication skills in a business context.

• Ability to maintain the highest level of confidentiality regarding proprietary company information.

• Proficient in multitasking and prioritizing tasks effectively.

• Strong problem-solving abilities.

• Excellent organizational skills.

• Quick thinker who can adapt to changing situations.

• High school diploma or equivalent qualification.

• Fully committed to a 40-hour work week.

🏝️ Benefits

• Conditional remote work arrangement.