Job Details
Skills And Tools:
Job Description
- Manage and supervise production staff in compliance with company standards of conduct and local HR compliance regulations including Payroll and Hours Management, Coaching & Development, Process and Policy Adherence
-Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow and retain employees
-Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements by providing optimum quality & service
-Interpret and analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
-Develop solutions, strategies and action plans to improve business performance and client success
-Use critical thinking to investigate and develop solutions to address ad hoc issues
-Motivate the team through relationship building and real-time coaching
-Develop and deploy incentive programs to motivate agents to achieve desired outcomes
-Coordinate changes in staffing schedules by collaborating with the Operations Support team/and or Workforce Management team
Job Requirements
1) 2 to 3 years at least experience as a TL
2) Language Level: C1 Portuguese & B2 English
3) Must have experience dealing with escalated issues in a call center capacity
4) Ability to work a variety of shifts, including days, evenings, and holidays
5) Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
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