Team Lead - Hermosillo, México - Intugo

Intugo

Empresa verificada

Hermosillo, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

International company looking for talent to join our team

Profile:

Professional communication (verbal and written), Active listening, and Customeroriented skills.
1 year of leadership experience preferred, but not required.
Microsoft Office (Excel, Word, PowerPoint) skills preferred, but not required.
Must demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively making customer issues a priority.
Discretion and confidentiality in all areas pertaining to employees, systems, data, and proprietary information, whether internal or customer specific.
Understand and embrace the business and call center operations strategic direction.
Maintain a professional and positive attitude.
Must be able to perform in stressful situations while keeping composure in verbal and nonverbal forms of communication.
Always preserve an approachable presence to all employees.
Act as a role model regarding policy and procedure follow through which includes attendance and personal conduct.
Dependability
Punctual attendance is mandatory and required.
Will assume all responsibilities of Call Center Agent to assist with volume when required.
Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Become QA certified and complete weekly monitors.
Remain compliant on monthly coaching completion goals.
Create and deliver disciplinary and performance action plans to agents if they are not meeting company expectations.
Deescalate agent/customer escalations. Offers new ideas and suggestions for improvement.
Monitor queues and agent availability.
Submit trouble tickets for any hardware/software issues and notify leadership.
Performs other duties as assigned.