Team Leader

by | Oct 17, 2022 | Sin categoría

About the Role

We are looking for customer-centric individuals to elevate our customer experience and lead our customer support agents. You provide effective assistance and satisfy customers. You exhibit the highest standards of customer service. You have great collaboration, training, and coaching skills. You have good prioritization and time management. You are organized, and adaptable. This is a fully remote position.

Day-to-Day Responsibilities

  • Create an inspiring team environment with an open communication culture
  • Set clear team goals & oversee the day to day team operations
  • Hire, induct & coach team members
  • Deliver the key metrics for customer support
  • Defuse angry customers
  • Ensure schedule adherence by agents & desired productivity levels
  • Monitor performance trends of the team members on various support metrics
  • Analyze training needs & conduct 1-2-1 coaching sessions for bottom quartile agents
  • Encourage the team towards customer-centricity & recommend process/product enhancements
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Initiate consequence management steps in case of low performance by team members
  • Delegate tasks to high potential team members to build a culture of learning & development in the team
  • Conduct weekly reviews & documentation of feedback
  • Suggest & lead team building activities for team motivation & better rapport

Profile Must Haves

  • At least 1 year of contact center phone experience
  • Inbound/outbound call experience
  • Customer service experience

Your First Days

30 Days

You are great at identifying roadblocks to success from your daily discussions with your team. You draft plans to identify product improvements that would help improve customer experience. You speak up in group chats regularly. You proactively identify the issue and redirect team members to ensure our customers are not waiting unnecessarily. You analyze your team’s metrics and dive deep into discoveries. You have productive weekly one-on-one meetings with your team members. You have built a solid and trusting relationship with your team members.

60 Days

Your team sees you as a resource for guidance and support. You have insights into your team’s daily performance and can provide perspective on addressing arising challenges. You coach upwards and provide regular feedback to your manager on how they can better support you. You engage your team in your daily huddles and provide consistent, clear feedback. You review the previous metrics with your team and ensure each team member has insights into their performance. You create a safe space for your team to collaborate and help each other grow.

90 Days

All agents assigned to your team are meeting expectations. You take time to meet and develop personalized coaching plans. You support your team. You follow through with regular reviews to ensure your team members are on track. What Sets You Apart You are motivated and result-driven. You have great interpersonal skills and are at ease in high pressure situations. You are attentive to detail, flexible and consistently exceed expectations.

System Requirements (NO CHROMEBOOKS, NO LINUX OS)

  • Minimum 15Mbps wired internet connection
  • Minimum i5 processor or equivalent
  • Minimum 8GB Ram
  • Wired headset
  • Quiet working environment
  • Backup power and internet

We operate 24/7 and work on a rotating roster. You must be OK to work weekends on any shift.
Salary: Starting at $2,600 monthly

Keep reading

How to Hire a Remote Project Manager from Latin America

by | May 27, 2024 | Blog Post,Remote Work | 0 Comments

The role of a project manager is pivotal in driving organizational goals forward. However, as companies increasingly embrace remote work models, the search for...

A Detailed Guide on Hiring a Remote Customer Service Representative from Latin America

by | May 27, 2024 | Blog Post,Remote Work | 0 Comments

You need to consider that your customers rarely speak to your CEO, product designers, or engineers. Most of the time, they’ll only have direct contact with the customer...

A Guide on How to Hire a Remote Social Media Manager from Latin America

by | May 3, 2024 | Blog Post,Remote Work | 0 Comments

It’s no secret that social media is increasingly becoming one of the fundamental pillars of digital marketing. With users spending billions of hours on social media...

A Step-by-Step on How to Hire a Remote Web Designer from Latin America

by | Apr 22, 2024 | Blog Post,Remote Work | 0 Comments

In an era where consumer spending habits are rapidly turning to e-commerce, having a strong online presence has become essential. At the heart of every visually...

How to Hire a Remote Graphic Designer from Latin America: The Guide

by | Apr 22, 2024 | Blog Post,Remote Work | 0 Comments

Digital marketing agencies are increasingly turning to remote talent for their graphic design needs. Latin America is among the worldwide regions offering skilled...

A Comprehensive Guide On How To Hire a PPC Manager From Latin America

by | Apr 22, 2024 | Blog Post,Remote Work | 0 Comments

As a marketing agency owner, you know that Pay-Per-Click (PPC) advertising is a core element of your marketing services. From restaurants to hardware stores, almost...

5 Tips for Effectively Managing Remote Workers

by | Oct 26, 2023 | Remote Work,SEO | 0 Comments

For many people, having the ability to work from home provides an opportunity to work more efficiently. Working where and when best suits your schedule can create an...

5 Benefits of Ongoing Training for Remote Workers

by | Oct 10, 2023 | Remote Work,SEO | 0 Comments

For business owners, having a strong team of remote employees has many positive aspects. The ability to hire the perfect person for the job regardless of location,...

5 Tips for Establishing Clear Communication When Working With a Remote Team

by | Sep 20, 2023 | Remote Work | 0 Comments

Working remotely has become increasingly popular in recent years. In addition to increasing your team’s productivity and efficiency, it also makes it possible for...