Team Lead

eTelecare Global Solutions offers a unique approach to outsourced customer care. Instead of cutting costs by cutting corners, eTelecare creates value for our clients, their customers and our employees by investing to outperform. Onshore and offshore, we focus on oversight, performance and opportunities for breakthrough improvement in every aspect of our operations. The result is superior service, lower costs and a level of satisfaction that turns customers into champions for our clients.


Managing and motivating a group of 18 FTE's, coordinating the support functions involved throughout call center operations.

Supervise day-to-day functions of the call center business unit
Real Time performance Management
Coaching and Development of agents for Productive Results
Manage a call center team driving performance and quality
Coordinate recognition and contests
Payroll and bonus approvals
Knowledge expert on service level and utilization management
Provide ongoing coaching and development to agents
Drive excellence in Client Value, Employee Value and Shareholder Value


Qualifications:

Thorough understanding of quality customer service and processes
Proactive Leadership
Team Player
Ability to hold people accountable/ proven coaching skills
Minimal of 1 year experience in a call center environment
Self-starter - driven to continually improve team and project performance
Goal oriented
Demonstrated experience managing a team
Excellent written and verbal communication skills
Extensive knowledge of Microsoft Office products, particularly Excel
Knowledge of Web Portal Reports desired
Highly organized with ability to multi-task
Must be bilingual(English/Spanish)


Please Submit Resumein English

Empresa: eTelecare Global Solutions
Localidad: Managua (Managua)
Sector: Telecomunicaciones
Profesiones relacionadas: Call Center Lead,Call Center Operations Manager,Call Center Team Leader,Customer Service Call Center Manager,Customer Service Call Center,Customer Service Call Center Supervisor,Customer Service Team Lead
Tipo de contrato: Indefinido, Jornada Completa
Experiencia mínima: 1 años
Fecha de publicación: Más de 60 días
Salario: No especificado

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