Call Center Team Lead
DXC Technology Company
San Jose, San Jose , Costa Rica
hace 6 días

Job Description : Summary

Summary

Typically oversees performance and production of individual contributors in single functional area. Provides immediate direction, mentoring, guidance, and subject matter knowledge to a team of employees that provide support to Vast.

bank customers; all within established guidelines. Escalates issues where known precedent has not been established and works closely with the Client seeking improvement.

Essential Job Functions

  • Oversees a team comprised of DXC badged employees with a well-defined scope
  • Oversees the daily work activities related to the service delivery
  • Monitors queue (CMS and Creative Virtual), key metrics, and ensuring team goals and contractual commitments are met
  • Monitors attendance and coordinates permissions, vacations, etc. with Account Manager and Trainer
  • Performs quality checks in coordination with Trainer
  • Resolves / monitors routine escalations, as appropriate
  • Conducts training sessions in the absence of the Trainer
  • Supports keeping SOP’s up to date in the absence of the Trainer
  • Based on account needs, Team Lead will take calls when required by operations to keep up to date on situations associates face every day (i.
  • e. cover for employees who are absent, in break, or due to volume increase)

  • Makes call backs when required
  • Uses learnings from calls to provide support to the agents
  • Provides coaching to the agents
  • Has responsibility for all reporting required by the Client
  • Recommends and leads improvement projects
  • Any other tasks requested by Management
  • This is a 24 / 7 account, so schedule flexibility is required (graveyard, afternoons and weekends)
  • Basic Qualifications

  • Bachelor's degree or equivalent combination of education and experience
  • Two or more years of experience in customer experience environment
  • Experience working with communications practices, principles and procedures for both on-site and on-line presentations
  • Experience working with instructional design and adult learning and training methodologies
  • Other Qualifications

  • Advanced written and oral communication skills both in English and Spanish
  • Good Presentation skills
  • Advanced interpersonal skills for interacting with all levels of employees
  • Personal computer and business solutions software skills
  • Organization and time management skills
  • Ability to prioritize and meet deadlines
  • Ability to maintain high level of confidentiality regarding employee information
  • Ability to work independently and as part of a team
  • Ability to work under pressure
  • Ability to receive and provide feedback effectively
  • Schedule flexibility is a must
  • Willingness to travel
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