Job Summary:
We are seeking a motivated and experienced Team Leader to join our dynamic team. The ideal candidate will be responsible for guiding and supporting team members to achieve operational excellence. This role requires strong leadership skills, a passion for management, and the ability to foster a positive work environment that encourages employee growth and development. The Team Lead will oversee a team of call center representatives, providing guidance, support, and performance feedback. This role requires strong communication skills, a results-oriented mindset, and the ability to mentor diverse team members.
Key Responsibilities:
Supervise, coach, and mentor a team of call center agents.
Monitor KPIs and drive performance improvements.
Provide timely feedback and conduct regular coaching sessions.
Track attendance and ensure compliance with procedures.
Prepare performance reports and set improvement goals.
Ensure timely response to supervisor calls and client escalations.
Support daily operations and deliver on campaign objectives.
Complete tasks as assigned by direct supervisors or management.
Clear communication with management and administration.
Assist with hiring and onboarding.
Skills & Qualifications:
Minimum 1 year of supervisory, coaching, or leadership experience.
Completed client-specific training and active in production.
Strong leadership, communication, and problem-solving skills.
Customer-focused with excellent interpersonal skills.
Proficiency in relevant systems and tools - specifically Microsoft Excel.
Detail-oriented and organized.
Must have schedule flexibility, as business needs may require adjustments to the assigned work schedule.
Bilingual (Spanish): Strongly Preferred
Benefits:
Dental insurance
Health insurance
Paid time off
Vision insurance
