Team Leader

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

📋 Description

• Supervise the daily operations of assigned customer programs during a specified shift.

• Lead Customer Service Representatives to meet or surpass objectives and key performance indicators through effective coaching and mentoring.

• Ensure that representatives are educated and trained on updates regarding products and systems.

• Conduct business reviews and manage performance-related activities.

• Facilitate daily and weekly coaching sessions.

• Offer floor support as a subject matter expert on policies and procedures.

• Address escalated calls and customer-related issues as necessary.

• Assist in queue management utilizing available resources.

• Aid in the preparation of business reports, encompassing KPI performance, scorecards, and case analyses.

• Execute and manage assessments to evaluate team performance, metrics, and quality standards.

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

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

• Organize team-building initiatives and create performance-based incentive programs.

• Ensure adherence to the Employee Handbook and relevant policies.

• Carry out administrative and related tasks as assigned.

⛳️ Requirements

• A college degree or equivalent professional experience.

• Prior supervisory experience in a call center environment.

• Proven experience in resolving escalated, customer-related issues.

• Strong business acumen with an emphasis on operational excellence.

• Exceptional verbal and written communication skills.

• Dynamic leadership abilities.

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

• Analytical thinking applied to troubleshooting and problem resolution.

• Ability to present information and answer questions at various levels among internal and external stakeholders.

• Experience in delivering coaching and constructive feedback.

• Capacity to contribute to team efforts by supporting related projects.

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

• Strong organizational and time management skills.

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

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

• Bilingual skills may be necessary for certain roles.

• Flexibility to work various shifts, including weekends, overnight, holidays, or additional shifts as required by business needs.

🏝️ Benefits

• Fully remote work opportunity.

• Work-from-Home PLUS model.

• Positive, supportive, and performance-oriented culture.

• Opportunities to develop fulfilling, long-term careers.

• Significant potential for growth.

• Benefits of being part of an established organization.

• Engaging team-building activities.

• Performance-based incentive programs.