External job Description

Senior Team Manager

Main Mission: 

Performance management to achieve metrics/goals and motivate his/her team to achieve them Develop associates through strong coaching and follow-up. Contribute to management team objectives through teamwork. Ensure the efficient performance of the agent group by balancing human and technical resources. Contribute to the ongoing improvement process. Administer policies and procedures to assure consistency. Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities. Execute disciplinary action when necessary. Monitor, coach, and counsel representatives in an ongoing development process. Report to the hierarchy over KPI achievement and action plans on weekly basis

 

The profile required:

Bachelor’s degree in the following or related areas: Informatics, Mathematics, Statistic, Economic, management, Business Studies… Team manager experience is a must Good communicator, with both verbal and written communication skills in English & Spanish Excellent IT skills in Office to ensure accurate input of data Well organized, with the ability to organize, plan and priorities Demonstrate the ability to work well with people, both internally and with external customers. Strong coaching skills Strong organizational, administrative, and time management skills. Prioritize assignments, and follow-up to ensure task completion, and manage multiple projects. Decision Making and ownership Proven success in motivation and leadership and coaching.