Team Leader- Customer Service Call Center
Salary: $21,000 monthly
Empresa: Percepta
Tipo de empleo: Jornada completa
Mexico
Descripción del trabajo - Team Leader- Customer Service Call Center
What You'll Do
As a Team Leader, you'll be responsible for driving team performance, customer satisfaction, and operational excellence. Your key responsibilities include:
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- Lead, coach, and inspire a team of Customer Service Representatives to achieve performance and quality goals.
- Monitor service levels and operational metrics to ensure consistent delivery of exceptional customer experiences.
- Drive schedule adherence and workforce compliance to support business objectives.
- Identify opportunities for continuous improvement and implement solutions that enhance efficiency and customer satisfaction.
- Provide ongoing coaching and performance feedback through quality reviews, first-on-one meetings, and development plans.
- Support employee growth and engagement by ensuring team members have the training, tools, and resources needed to succeed.
- Analyze performance trends and KPIs to proactively address challenges and recognize achievements.
- Partner with business stakeholders and clients to discuss program performance, process enhancements, and strategic initiatives.
- Participate in talent acquisition efforts, interviewing candidates and helping build high-performing teams.
- Collaborate with leadership on reporting, business reviews, and operational strategies.
What You Bring to the Role
We're looking for a people-focused leader who is passionate about delivering results and developing talent.
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- High School Diploma or GED required.
- Previous supervisory, team lead, or leadership experience.
- Experience in a call center, contact center, or customer service environment.
- Strong understanding of service level management and contact center KPIs.
- Excellent coaching, mentoring, and employee development skills.
- Strong communication and stakeholder management abi
📌 Team Leader- Customer Service Call Center (León)
🏢 Percepta
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