Spanish Team leader

Convergys - 6th Of October, Giza

21
Applicants for
2 open positions
9
Seen
3
Rejected
Experience Needed:
More than 1 year
Career Level:
Manager
Job Type:
Full Time
Salary:
Confidential
Education Level:
Bachelor's Degree at least
Languages:
English, Spanish
Vacancies:
2 open positions
Travel Frequency:
Minimal travel
About the Job
  • 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 Convergys values through both behavior and attitude, including being an advocate for your team members
Job Requirements
  • Excellent communication skills, both written and verbal (Spanish and English)
  • Call center experience
  • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
  • Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
  • Work well under pressure and follow through on items to completion while maintaining professional demeanor
  • Excellent communication skills, both written and verbal.
  • Ability to effectively present information to internal and external associates
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule
About this Company

We are excited to announce that Convergys has completed its acquisition of Stream, creating a world-class customer management firm made up of 125,000 employees working in more than 150 service centers and 31 countries. Both companies are known for providing exceptional... (More)

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