Position Summary: We are seeking a team leader to optimize performance, provide guidance and motivation, ensuring service quality and achievement of objectives. Key Responsibilities: 1. Leads and motivates a team to achieve quality objectives and KPIs. 2. Conducts monitoring and feedback to identify and correct deficiencies. 3. Contributes to a positive work environment and staff development. **Job Description** ---------------------- Optimize call handling pace, provide guidance and motivation to the team to achieve established objectives. 1\. Achieve team quality objectives and KPIs by supporting executives—answering queries and conducting continuous follow-up to deliver optimal customer service. 2\. Monitor executives to identify deficiencies, addressing them through feedback to implement corrective actions. 3\. Ensure the team possesses and handles up-to-date product information to guarantee compliance with quality policies. 4\. Maximize executives' productive time through methods, management, and continuous tracking. 5\. Safeguard and promote proper management of applications and assets under one's responsibility, as well as those assigned to the team. 6\. Conduct meetings with direct reports to analyze operational indicator trends and develop improvement plans. 7\. Participate in calibration sessions with the Quality and Training department to align evaluation criteria. 8\. Collaborate with peers and immediate supervisor on improvement plans based on service indicators. 9\. Contribute to fostering a healthy work environment by organizing activities with the team. 10\. Prepare and submit reports for payroll processing of direct reports and administrative matters, following established procedures. 11\. Comply with the company’s Occupational Health and Safety (OHS) policies and regulations. 12\. Ensure compliance with requirements stipulated in the Quality Management System. 13\. Perform any other duties inherent to the position, as well as those assigned by the immediate supervisor. **Candidate Requirements** -------------------------- * Currently enrolled in or having incomplete technical or university studies in Computer Science, Administration, or related fields. * Personnel management experience (Mandatory). * Minimum 1 year of prior experience. * Intermediate office software proficiency. * Knowledge and experience in providing feedback and conducting follow-up. **Selection Process** ------------------------ The selection process is conducted via Aira—a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the job posting 2\. Check your email 3\. Log in to Aira and respond to requested questions and/or assessments Then, if your profile matches our requirements, we will contact you via email (through Aira) to proceed to the in-person stage. **About Us** ------------------ We are Entel Connect Center. Our purpose is to help transform users’ experiences by integrating technology, processes, and people—contributing to your business growth and societal development. We seek individuals who treat customers as their own, inspire and mobilize others, and lead change with excellence in results.
María García
Indeed · HR
María García
Indeed · HR
