Operations Team Leader - TELUS El Salvador

Position overview:
The Operations Team Leader’s main objective is to ensure agent compliance with account KPIs in order to achieve account objectives, provide motivation and maintain discipline within his or her team. She/He carries out supervisory functions for a team of representatives, including customer support (handle escalations and comply with monthly call/cases amount targets), walking the floor, monitor schedule adherence, review productivity, and quality assurance metrics compliance for each team member, as well as workday documentation and payroll submission, maintain daily communication with the client.
The Team Leader is also responsible for ensuring that representatives consistently follow client-approved scripts and guidelines without assessing legal merits or providing legal counsel, while effectively coaching them to transition service-oriented intake conversations into appropriate outcomes, including processing upfront credit card payments and scheduling appointments.
Key responsibilities:
Monitoring and evaluation of calls and/or emails/cases; continuous monitoring and evaluation of the performance of the assigned team; constantly monitoring the metrics assigned to the team; monitoring the quality standards required by the account using motivational techniques to stimulate the team; implementation of action plans, among others.

Mandatory Requirements:Schedule flexibilityAvailability to work on-siteMinimum of 6 months of experience as a Team Leader in the BPO industry
Core competencies:Giving supportFocusing on customersEmbracing technologyManaging self-development

Leadership competences: Providing leadershipLeading changeBuilding effective teamManaging stakeholders

Functional competencies:English - B2 - RequiredOral and written comprehensionAppropriate use of languageAdvanced understanding of Google Apps for Work tools (ie: Google Drive, Google Calendar, Gmail)Advanced Excel - DesirableFunctions: SUMIF Joint, average, Count, conditioning formulas (IF, AND, OR)Preparation and presentation of advanced graphicsPivot TablesSearch the data value by VLOOKUPFormat CellsAdvanced FiltersCustomer Service - AdvancedQuality Processes - AdvancedMotivation Theory - AdvancedBasic Knowledge of Operational ProceduresBasic B2C sales experienceHardcore B2B sales or legal backgrounds - Desirable
Qualifications:Third year or graduate of Business Administration, Industrial Engineering or related career - Desirable Proven experience in personnel management - Mandatory