Team Leader

Acquire BPO

  • República Dominicana
  • Permanente
  • Tiempo completo
  • Hace 1 mes
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!A SNAPSHOT OF YOUR ROLEAs Team Leader you will be primarily responsible for coaching agents to ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans. Your day could see you:
  • Direct team work flows to maintain SLAs.
  • Handle supervisory requests and make judgment calls on escalated content.
  • Process regular QA/Performance assessments.
  • Conduct training and feedback sessions.
  • Hold team meetings on a periodic basis.
  • Assess and provide metrics to their team to provide data to internal contacts and help improve team’s efficiency, quality, and productivity.
  • Develop and maintain training/reference documentation and messaging.
  • Communicate with users via email, messaging, and forums on moderation appeals, review, and inquiries.
  • Help create and show initiative on new projects or procedure/policy implementation.
A BIT ABOUT YOU
  • Strong leadership skills that inspire team members to excel by example.
  • Exceptional listener; able to comprehend well.
  • Takes initiative on new projects.
  • Minimum one year supervisory experience within a contact center environment, or the ability to demonstrate the skills required for the effective recruitment, selection and supervision of a team
  • Computer literate with proficiency in MS Excel, MS Word and MS PowerPoint.
  • Highly developed sense of integrity and commitment to community safety.
  • Demonstrated passion for excellence with understanding their actions impact not only single users but an entire online community.
  • Excellent communicator in English and Spanish languages (written and spoken).
  • With strong interpersonal, customer service, computer skills.
  • Open to working in shifting schedules.
  • Strong self-organization, decision making and analytical abilities.
  • Strong detail orientation and communication/listening skills.
WHAT SUCCESS LOOKS LIKE
  • High customer satisfaction.
  • Achievement of pre-defined KPIs and SLAs.
  • Excellent feedback from customers.
WHAT WE VALUEWe’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
  • Collaboration: Brilliant jerks can be brilliant elsewhere.
  • Impact: Do, get it done, create impact.
  • Passion: Be positive, bring passion and energy.
  • Transparency: A transparent team can help each with other.
Acquire BPO is a business outsourcer with a vision is to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.Join the A-Team and experience the A-Life!

Acquire BPO