Support Services Group is looking for a highly energetic and collaborative Senior Team Leader. This role will report into the Operations Manager.

Candidate should have Excellent written and verbal communication skills and ability to liaise with client organizations and multiple stakeholders to be successful in this role.

The primary objective of The Call Center Team Leader is to implement policies and procedures to foster an environment of excellence in servicing our customers.

This includes leading and managing a team of Call Center agents, interaction with client organization and multiple stakeholders, delivering a high-quality Call Center operation meeting and exceeding all service level agreements and KPIs, driving operational excellence and building competencies for delivery.

Requirements:

- Knowledge of Bread Financial Care is a must.
- Supervisor experience is a must.
- Open schedule availability.
- No attendance or disciplinary record in the last 30 days.

- Leadership skills

- Eye for detail and accuracy.
- Reliable, with high integrity and a strong work ethic.
- Ability to work as part of a team.
- Professional appearance and attitude.
- Excel knowledge (Reporting).




- Proactive with organizational skills.
- Ability to keep a positive attitude in a fast-past environment.
- Must have customer service skills.
- Excellent communication and interpersonal skills.
- Great grammar skills.
- Ability to present weekly results.

Additionally:

- Assist with Call Audits when necessary
- Conduct call listening and assess the call based on quality forms provided
- Ensure that information provided during the call done by the agents are accurate
- Timely and accurate completion of standard and advanced quality forms, reports and analysis
- Complete ad hoc reports as requested
- Adhere to call audit targets
- Attend and participate in quality calibration session
- Provide immediate education, report error trends and propose action plans to mitigate errors, as needed

Support Services Group is an award-winning general CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

📌 Senior Team Lead (Hermosillo)
🏢 Support Services Group
📍 Hermosillo