Spanish Contact Center Team Leader
Posted on :
18-11-2024
Employer Active
1 Vacancy
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Job Description
- Provide Direct Customer Support through various channels.
- Improve and sustain team performance to deliver and exceed assigned key performance indicators (KPIs) and Manage a team of 25+ interpreters.
- Investigate and resolve customer complaints and queries particularly escalated ones.
- Provide feedback and support to the Client Relations Team to ensure all issues are resolved according to CS SLA.
- Continuously monitor the performance of the team, and craft tailored development plans for each member.
- Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
- Create a healthy and comfortable work environment.
- Conduct coaching sessions and 1:1s in an organized manner.
- Monitor calls/QA tickets and provide feedback.
- Support Process Improvement and contribute to process optimization.
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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