Job Title:

Sr. Team Leader

Job Description

The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders.Essential Functions/Core Responsibilities 

• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation

   

• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved

   

• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

   

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

   

• Communicate expectations to employees and provide timely updates and changes

   

• Provide subject matter expertise in handling escalated customer calls as needed

   

• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities

   

• Stay current on internal work processes, policies and procedures. Attend required manager development training

   

• Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

   

• Complete shift-wide projects that aim to increase productivity, quality or other KPI

   

• Promote the Company's values through both behavior and attitude, including being an advocate for your team members

   

Candidate Profile 

• Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred

   

• Strong communication skills, both written and verbal

   

• Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

   

• Demonstrated ability to mentor, coach and provide direction to a team of employees

   

• Work well under pressure and follow through on items to completion

   

• Willingness to work a flexible schedule  

Career Path Policies:

 

The game-changers must have the approval of his or her immediate supervisor to apply for the call.

 

•Required tenure: 6 months.

 

•Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).

 

•Must not have active disciplinary actions.

 

•The game-changer may participate in only one process at a time.

 

•Comply with the learning paths of the Corporate University.

 

•Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.

 

•If it is necessary to launch the same call for applications several times, the not selected game-changer will not be able to apply for the same position in the following 2 months.

 

•The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.

 

•Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.

Location:

COL Bogota - Mallplaza - Avenida Calle 19 # 28 - 80

Language Requirements:

English

Time Type:

Full time

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