Description de l'offre
Détails de l'annonce Poste proposé : Spanish / English Team LeadWho You AreYou are a natural people-person. You get a kick out of building relationships with people from all kinds of backgrounds, and you are deeply empathetic. You thrive when working in a team. You are a great motivator. You help people understand the value of their work and can motivate them to give their best performance. That means you lead by example.Why we want youAs a Team Lead (TL) you will look after the job satisfaction of around 10 to 12 remote agents within your region or language. This means you will build strong relationships with everyone in your team, train and coach them. As Team Lead you make sure that your team has the tools and motivation to provide great customer support. You go the extra mile to make sure that your team is engaged, committed, and comfortable with their work, so the team and each agent is able to delivering the needed KPIs.Your Responsibilities Optimize the satisfaction of your team. You are the main point of contact for your team. You address and resolve any issues that get in the way of your team’s job happiness. Optimize the performance of your team, based on KPIs. You motivate your team to give their best performance and coach them to do a little bit better each day. Interviewing applicants and onboarding new agents. You introduce new agents to 5CA’s company, the project, it's culture, and the tools. Your tasks Provide feedback, coaching, and relevant information to your team. Train your team on 5CA systems/tools, soft skills and channel-specific skills. You evaluate and pre-approve VTO (Voluntary Time Off) requests. Coordinate execution of project-specific training/coaching with Operations Managers. Signal agent-specific and project-specific issues to the Operations Manager. Work with other 5CA …