Senior Team Leader Operation T1

Job Title:

Senior Team Leader Operation T1

Job Description

The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders.

Essential Functions/Core Responsibilities 

• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation

   

• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved

   

• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

   

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

   

• Communicate expectations to employees and provide timely updates and changes

   

• Provide subject matter expertise in handling escalated customer calls as needed

   

• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities

   

• Stay current on internal work processes, policies and procedures. Attend required manager development training

   

• Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

   

• Complete shift-wide projects that aim to increase productivity, quality or other KPI

   

• Promote the Company's values through both behavior and attitude, including being an advocate for your team members

   

Candidate Profile 

• Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred

   

• Strong communication skills, both written and verbal

   

• Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

   

• Demonstrated ability to mentor, coach and provide direction to a team of employees

   

• Work well under pressure and follow through on items to completion

   

• Willingness to work a flexible schedule  

Políticas internas de Plan Carrera

Los game-changers deben contar con la aprobación de su supervisor inmediato para presentarse a la convocatoria.

Antigüedad minima en la compañía: 6 meses.

Desempeño requerido: KPIs o indicadores en meta para la unidad de negocio a la que pertenecen en los últimos 3 meses (no promedio).

No debe tener acciones disciplinarias activas.

El game-changer sólo puede participar en un proceso a la vez.

Cumplir con los itinerarios de aprendizaje de la Universidad Corporativa.

Debe permanecer al menos 6 meses en el puesto al que fue promovido recientemente, para poder aplicar a otra convocatoria.

Si fue evaluado por el psicólogo de PC para una vacante y no fue seleccionado, debe esperar al menos 2 meses para volver a aplicar a ese mismo puesto del cual no pasó

El proceso se realiza y/o fuera del horario laboral, lo que implica que el game-changer debe estar disponible en su tiempo libre en caso de que lo requiramos.

Cualquier otra directriz que pueda surgir en el proceso de Career Path debido a la legislación de cada lugar o directrices del cliente se hará constar dentro del procedimiento y plataforma actual.

Location:

COL Bogota - Mallplaza - Avenida Calle 19 # 28 - 80

Language Requirements:

Spanish

Time Type:

Full time

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