Job Description
We are currently looking for a dedicated and motivated Team Leader to support our
off hours operations.
LatAm Assistance Team Leader
is responsible for leading a 24/7 high performing team in a high-volume, fast-paced Contact Center environment while maintaining a consistently high level of quality and Customer Service Excellence.
This support is provided through monitoring service level standard, team objectives, alignment with corporate strategic vision and performance management.
The position is also the point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.
KSA (Knowledge, Skills and Abilities/Attitudes)
Knowledge of managerial principles (HR, priorities, projects)
Knowledge of the Customer Contact Centre metrics
Knowledge of the insurance industry
Excellent verbal and written communication
Planning, time management and organizational
Problem Solving and keen analytical mind
Leadership
Excellent interpersonal skills and professionalism
Process Improvement




Ability to adapt to change and act as a catalyst for change
Results driven individual
Coaching abilities
Ability to motivate and build a high-performance team
Ability to engage in strategy and vision development
Ability to manage and measure work
Ability to set priorities and make decisions
Ability to lead large groups of people
Ability to lead people working during extended hours
Customer focused
Highly organized
Passion for serving clients
Promotes collaboration and teamwork
Establishes trust
Delivers customer value
Leverages innovation
Delivers business results
Proficiency in the Microsoft suite of products
Proficiency in customer service center applications
Requirements and Qualifications
Bachelor's degree with business emphasis or equivalent
5+ years of experience in related field
Bilingual
Three (3) years supervisory experience
#J-*****-Ljbffr

📌 Tl - Latam Assistance Team Leader - Mx (Xico)
🏢 Global Excel Management
📍 Xico