Temporary Operations Team Leader - TELUS Guatemala

Position Overview: The Operations Team Leader is responsible for managing, monitoring, and developing Customer Service Representatives under their supervision. The Team Leader is also responsible for providing the necessary tools for the team to perform its tasks to ensure ongoing compliance with metrics assigned to the account.
Key responsibilities:
Monitoring and evaluation of calls and/or emails/chats; measurement and continuous monitoring of the performance of an assigned team; consistent follow-up in the metrics assigned to the team; monitoring the quality standards required by the account; meeting sales goals; use of motivational techniques to stimulate the team; implementation of action plans, etc.
Mandatory Requirements:
Schedule flexibility (AM, MID, PM and/or weekends) Availability to work on-site
Core competencies:
LeadershipTeam DevelopmentMotivate, recognize, and retain employeesTeamwork orientedConflict management, Problem-solving, and Critical thinkingPositive reinforcement, Encouraging and Developing rapportHigh sense of urgencyExcellent RelationshipsAble to deliver results working under pressureMultitaskingAnalytical skills
Functional competencies:
English B2 - RequiredOral and written comprehension.Appropriate use of language.Proficiency with Google Workspace Excel - IntermediateFunctions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR )Preparation and presentation of advanced graphicsPivotTablesSearch the data value by VLOOKUP.Format CellsAdvanced FiltersCustomer Service - AdvancedQuality Processes Basic Knowledge of Operational Procedures - Desirable
Qualifications:
Third-year graduate of Business Administration, Industrial Engineering, or related career - DesirableLeadership mentoring participation - DesirableMinimum 1 year of experience as a team leader in the BPO industry - Mandatory