Senior Team Lead - Bogota, Colombia - IntouchCX

IntouchCX

Empresa verificada

Bogota, Colombia

hace 1 día

Publicado por:

Carolina González

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Descripción

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results.

For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

We're changing the way people think about customer care, and we need your help

We're searching for a Senior Team Leader to provide leadership to Customer Service Representatives and collaborate with Team Leaders on things like performance.

training, development and employee recognition. This role is responsible for directing and managing operational activities and contributing to the campus's overall strategic direction.

As Senior Team Leader, You Will

Provide supervision to Customer Service Representatives (CSR) and Team Leads, ensuring proper training, support and customer service is delivered
Promote professional and personal development of individual team members through performance evaluations, training needs, coaching and career opportunity programs
Negotiate and mediate with customers or CSRs when required to resolve issues and meet expectations
Learn and maintain extensive knowledge of client philosophy and service processes to ensure quality customer service
Interview, select, train and facilitate onboarding for new team members
Perform data analysis and manage performance
Authorize and coordinate changes in staffing schedules
Support business development initiatives

As Senior Team Leader, You Have

High school diploma or equivalent (required)
Some postsecondary education or completion of a postsecondary degree with a major in Business (asset)
A background in client relationship management (asset)
23 years of experience in the contact center industry, with at least 2 years in a Team Lead/Supervisory role
Customer service experience in a high call volume contact center environment (preferred)
Experience maintaining and developing operational statistics, financial management information and results reporting
Excellent verbal and written communication skills
Strong leadership, analytical, problem solving and decision making skills
The ability to work in and adapt to a fastpaced, dynamic, always changing environment
The ability to organize and followup on multiple tasks with accuracy and timeliness
The capability to perform intermediate mathematical functions
The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
The ability to influence and motivate employees to attain program goals
The ability to work a variety of shifts including days, afternoons, evenings and holidays