Team Lead

hace 5 días

Guate, Guatemala HCLTech A tiempo completo $40,000 - $80,000 al año

Responsible for supervising a team of customer service agents, managing their performance against key metrics like AHT, CSAT, maintaining high attendance and low attrition within your operation, ensuring compliance, and liaising with other departments like IT and quality assurance.

  • Team Leadership & Management:
  • Lead, mentor, and motivate a team of voice process agents to achieve individual and team goals.
  • Conduct regular one-on-one meetings, team huddles, and performance reviews.
  • Manage team rosters, ensure shift discipline, and handle attendance adherence.
  • Performance Monitoring & Improvement:
  • Monitor and analyze key performance indicators (KPIs) such as Average Handling Time (AHT), Customer Satisfaction (CSAT), quality, and adherence.
  • Provide coaching and feedback to agents to improve their performance and skills.
  • Implement and drive strategies for process improvement to enhance efficiency and quality.
  • Customer & Client Interaction:
  • Handle escalated customer calls and resolve complex issues to ensure total customer satisfaction.
  • Manage client interactions and provide timely resolution for escalated cases.
  • Ensure adherence to service level agreements (SLAs) and client experience metrics.
  • Operational Excellence:
  • Conduct training sessions and ensure all assigned training courses are completed by the team.
  • Ensure compliance with company policies, procedures, and regulatory requirements.
  • Prepare and analyze performance reports (MIS) for team performance.
  • Managing the floor ensuring consistency, adherence and discipline to company policies and procedures.

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