Team Leader Operations -Bilingual

ON SITE- CR3 PAVAS
We are seeking a Team Leader, Operations to oversee the daily operations of our call center associates. This role is crucial in ensuring that performance metrics are achieved through effective coaching, motivation, and accountability.
Essential Functions/Core Responsibilities: Supervision: Manage daily activities of call center associates, monitoring work and attendance per organizational policies and legal requirements. Coaching: Provide regular performance feedback and coaching to ensure metrics are consistently met (minimum weekly). Performance Improvement: Identify performance-related issues, develop action plans for improvement, and implement corrective actions, including potential termination. Customer Service Excellence: Ensure services provided meet contractual Key Performance Indicators (KPIs) and financial goals. Communication: Clearly communicate expectations and provide timely updates to employees. Escalation Management: Offer expertise in managing escalated customer calls as needed. Team Meetings: Conduct meetings to communicate relevant information and create an open forum for team input. Process Awareness: Stay updated on internal processes, policies, and procedures, and attend required management training.
Candidate Profile: Education: Associate's degree in a related field preferred. Experience: 2-4 years of relevant experience in BPO, with at least 1 year leading teams in customer service and sales accounts.z
Skills: Highly motivated with a proven ability to develop and coach team members. Experience using intermediate Excel skills for data analysis and reporting. Strong ability to work under pressure and complete tasks efficiently. Excellent communication skills, both written and verbal (B2 level in English). Proficient in multitasking, prioritization, and meeting tight deadlines. Ability to mentor, coach, and guide team members.