Objective:
To supervise the development of the phone agents within their team, assuring the compliance of the performance and quality indicators established by the client.
Main Activities:
- Elaborate weekly productivity reports.
- Take escalation calls according to the line of business being supervised.
- Solve the doubts of the phone agents on operational and administrative topics.
- Monitor and audit calls for the correct follow-up of the procedures and guideline established by the client.
- Coordinating calibration sessions with the phone agents while listening to calls and sharing the best practices.
- Providing weekly feedback (or according to the necessity) to the agents under their management about the areas of opportunity or the compliance of the procedures.
- Providing follow-up to the permits, medical leaves, or requests for administrative documents.
- Provide support on the integration and training of new hires.
- Conduct filter interviews for the selection of agents for the lines of business under their management.
Requirements:
- Excellent punctuality and attendance.
- Minimum of 6 months in Redial.
- Experience of 3 months as a Team Lead.
- Academic preparation is preferred.
- Availability to cover required shift.
- MS office experience preferred.
- Leadership skills.
- Organizational skills.
- People management skills.