Team Leader
Acquire BPO
- República Dominicana
- Permanente
- Tiempo completo
- 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.
- 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.
- High customer satisfaction.
- Achievement of pre-defined KPIs and SLAs.
- Excellent feedback from customers.
- 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.