Senior Team Leader

1 Vacantes
Publicado el 14 de julio en

Dirección y Gerencia en Guatemala Ciudad, Guatemala

  • Salario: A convenir
  • Categoría: Administración / Contabilidad / Finanzas
  • Subcategoría Dirección y Gerencia
  • Localidad: Guatemala Ciudad
  • Activo desde: 14/07/2019 - 05:03:21 am
  • Jornada: Tiempo Completo
  • Tipo de Contrato: Contrato por tiempo indefinido
  • Cantidad de Vacantes: 1
  • Educación Mínima: Educación Básica Secundaria
  • Años de Experiencia: 2
  • Idiomas: Inglés
  • Disponibilidad de viajar: No
  • Disponibilidad de cambio de residencia: No


24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch?s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story -

The Senior Team Lead directs and manages all operational activities in assigned area and contributes to the sites overall strategic direction. The incumbent provides leadership at site to Team Leaders, Customer Service Representatives ensuring production objectives and performance standards are met.

Ensures proper planning, staffing, and direction of the operational functions of the division
Reviews all operations performance daily to ensure optimal production is reached, (CSR2 and Team Lead Productivity)Manages and supervises Team leads and large production staff
Ensures proficient training, staff development, and effective employee relation/recognition is achieved for all operational personnel
Maintains and develops pertinent operational statistics, financial management information, and results reporting
Supports Business Development Initiatives and contributes to the design and implementation of client marketing plans
Responsible for ramp-up drives/goals for the call center
Data Analysis, highlighting and enhancing Key Performance Indicators (KPI?s) - Productivity Management, for Voice, Chat and Email.Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service
To develop and deploy motivational/incentive schemes on the floor
To review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
To authorize and coordinate changes in staffing schedules through the Operations Support teamTo participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program

The ideal candidate is smart, hard-working, and loves a challenge, is a strong leader who knows how to engage others, and be a good team player
Problem solver, who loves coming up with creative solutions for problems of all sizes
Ideally with 2 years experience in the call center industry with at least 2 years of experience in an operations management role, including working with cross-functional teams/groups
Experience in client relationship management and front-line supervisor development
Excellent communication skills; listening, verbal and written
Excellent organizational and time management skills
Experience with maintaining and developing operational statistics, financial management information, and results reporting
Intermediate proficiency in MS Office and Google Suite systems

High school diploma or equivalent required
Post Secondary education is considered an asset

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Innovative Contact Solutions, S.A.
Localizada en Guatemala, Guatemala Ciudad.
Empresa Verificada
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