About the role

The Operations Team Leader - Bilingual is responsible for directing, monitoring, and developing the team of Operations CSRs under his/her charge, providing the necessary tools for your team to perform its tasks in order to ensure ongoing compliance metrics assigned to the account.

Responsibilities:

• Monitoring a Real time queues 

• KPI management 

• Coaching, mentoring and upskilling the team members

• Ensure healthy Service Levels; 

• Continuous monitoring and evaluation of the performance of the assigned team; 

• Constantly monitoring the metrics/deliverables assigned to the team; 

• monitoring the quality standards required by the account using motivational techniques to stimulate the team; 

• Implementation of action plans, among others.

• Taking Supervisory calls if needed

• The scope of support is voice and non voice both. 

Skills:

• Strong leadership skills

• Develop team's talent

• Teamwork oriented

• High sense of urgency

• Excellent social skills

• Able to deliver results working under pressure

• Strong Multitasking skills 

Knowledge:

• Advanced Excel/Google sheets - Desired

• PivotTables

• Search the data value by: VLOOKUP.

• Oral and written comprehension

• Basic Knowledge of Operational Procedures