Team Leader

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

📋 Description

• Provide strong leadership and supervision to a team of representatives.

• Establish clear performance expectations and objectives for team members, ensuring alignment with organizational goals.

• Coach, mentor, and inspire team members to improve their skills, performance, and professional growth while promoting a positive and collaborative team atmosphere.

• Address employee concerns, conflicts, and performance issues promptly and effectively.

• Monitor team performance to ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).

• Analyze team metrics to identify improvement opportunities and implement strategies to boost productivity and efficiency.

• Work collaboratively with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows.

• Continuously assess and enhance customer service quality to maintain high levels of customer satisfaction.

• Stay informed about industry best practices and trends to foster process improvements and innovation within the team.

• Identify training needs and coordinate training sessions to develop the skills and knowledge of team members.

• Ensure team members have the necessary tools, resources, and information to perform their roles effectively.

• Collaborate with other team leads and managers to share best practices and implement standardized processes.

• Act as a point of contact for escalations and address customer inquiries or complaints as necessary.

• Contribute to team meetings and engage in organizational initiatives aimed at fostering positive change and growth.

• Provide performance reports on the team as required.

• Regularly communicate with clients as needed.

• Adhere to company policies and procedures.

• Meet or surpass performance targets for relevant KPIs.

• Continuously enhance knowledge of products, services, and processes by participating in training programs and continuous learning modules.

• Maintain a positive, empathetic, and professional demeanor toward customers and colleagues at all times.

• Perform additional duties as assigned.

⛳️ Requirements

• 3 years of experience in a role similar to that of the representative role being supported.

• Minimum of 1 year of experience in a leadership or supervisory position, preferably within a call center environment.

• Prior client-facing experience is preferred.

• Strong verbal and written communication skills.

• Solid knowledge and understanding of customer service and technical support principles and practices.

• Strong problem-solving and decision-making abilities.

• Excellent interpersonal skills to engage with team members and stakeholders at all levels.

• Proven capability to lead, motivate, and inspire a team to meet performance targets and deliver outstanding customer experiences.

• Results-driven mindset with a focus on operational excellence and continuous improvement.

• Proficiency in utilizing customer service software and tools such as CRM.

• Competent in using computers and various software applications.

🏝️ Benefits

• $150k remote allowance.

• Premium healthcare and life insurance.