Call Center Team Lead

hace 3 días

Córdoba, Córdoba, España Solvo Global Careers A tiempo completo

The Call Center Supervisor will be responsible for leading and managing a team of customer service agents, ensuring service quality, meeting objectives, and enhancing customer satisfaction.

This role requires advanced English proficiency to interact with customers and international teams.

Key Responsibilities:Team Leadership:
  • Supervise, motivate, and develop the agent team, ensuring a positive and productive work environment
Performance Monitoring:
  • Evaluate and analyze agent performance through call reviews, quality metrics, and objective compliance
Training and Development:
  • Identify training needs and conduct sessions to improve skills and product knowledge
Process Management:
  • Implement and enhance operational processes to optimize efficiency and customer experience
Problem Resolution:
  • Act as an escalation point to resolve complex customer complaints or issues
Reporting and Analysis:
  • Generate reports on team performance and present findings and recommendations to management
Compliance:
  • Ensure the team adheres to company policies and quality service standards
Requirements:Education:
  • Bachelor's degree in Business Administration, Communication, or related fields
Experience:
  • Minimum of 2 years of experience in call center supervision or similar roles
Advanced English:
  • Ability to communicate effectively in English, both verbally and in writing. Knowledge of additional languages is a plus.
Communication Skills:
  • Excellent interpersonal and communication skills, with the ability to motivate and guide a diverse team
Results-Oriented:
  • Strong focus on achieving goals and continuous improvement
Technical Knowledge:
  • Familiarity with call center management tools and data analysis software

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