Team Leader

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

📋 Description

• Supervise the daily operations of designated customer programs during assigned shifts.

• Lead Customer Service Representatives to meet or surpass goals and key performance indicators.

• Guide, mentor, and foster the development of team members.

• Ensure team members receive training on product and system updates.

• Conduct business reviews and engage in performance management activities.

• Complete coaching sessions on a daily and weekly basis.

• Provide on-the-floor support as a subject matter expert regarding policies and procedures.

• Address escalated calls and resolve customer-impacting issues.

• Assist with managing the call queue.

• Support the creation of business reports, KPI performance reports, scorecards, and case analyses.

• Administer assessments and monitor team performance, metrics, and quality standards.

• Participate in internal and external calibration sessions and client meetings.

• Carry out administrative and associated tasks.

• Serve as a liaison between management/HR and representatives concerning benefits, grievances, and other HR matters.

• Organize team-building activities and develop performance-based incentive programs.

• Ensure adherence to the Employee Handbook and relevant policies.

⛳️ Requirements

• College degree or equivalent professional experience.

• Prior supervisory experience in a call center environment.

• Experience in resolving escalated and customer-impacting issues.

• Strong business insight with a focus on operational excellence.

• Outstanding verbal and written communication abilities.

• Dynamic leadership qualities.

• Strong problem-solving, judgment, and decision-making skills.

• Proficiency in analytical troubleshooting and problem resolution.

• Capability to present information and respond to inquiries from internal and external stakeholders.

• Experience in providing coaching and feedback.

• Ability to support associated projects.

• Capacity to thrive in a high-pressure environment while maintaining a positive attitude.

• Excellent organizational and time management skills.

• Intermediate to advanced skills in Google Drive and Microsoft Office applications.

• Proficiency in reading, writing, speaking, and understanding English in a business context.

• Bilingual skills may be necessary for certain positions.

• Willingness to work varying shifts, including weekends, nights, holidays, or additional shifts as required.

🏝️ Benefits

• Fully remote work-from-home setup.

• Benefits of being part of an established organization.

• Exceptional team environment.

• Significant opportunities for advancement.

• Positive, supportive, and performance-oriented culture.

• Rewarding, long-term career prospects.