Operations Team Leader

Everise; Valle de Bravo; On-site; MXN 201,000 - 335,000; Full time

Job summary

Everise in Valle de Bravo, Mexico, seeks a Team Leader - Operations to supervise and mentor a team of associates on a daily basis. You will monitor KPI performance, coach staff, and ensure client and Everise standards are met.

You will engage on-the-floor leadership, resolve escalations, and collaborate with management and client teams to maintain smooth operation and high quality service.

Qualifications

• Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
• Previous call center experience preferred
• Prior supervisory or leadership experience preferred
• Proficiency with Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Analytical and problem-solving skills
• Strong ability to multitask
• Ability to function in a fast paced environment
• Dependability regarding completion of assignments and attendance
• Ability to pass a drug screen and background check

Responsibilities

• Monitor, track and evaluate associate performance based upon pre-determined KPI’s and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to
• Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
• Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
• Resolve customer escalations
• Responsible for communication between contact center management, client and associate
• Participate in associate selection and interviewing process
• Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations

Skills

Customer service

Leadership

Call center

KPI tracking

Coaching

Education

Bachelor’s degree in related field

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Team Leader - Operations is responsible for the daily supervision and management of a team of associates. The Team Leader’s primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client.

Job Requirements:

• Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to
• Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
• Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
• Resolve customer escalations
• Responsible for communication between contact center management, client and associate
• Participate in associate selection and interviewing process
• Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations

Qualifications:

• Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
• Previous call center experience preferred
• Prior supervisory or leadership experience preferred
• Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Analytical and problem-solving skills
• Strong ability to multitask
• Ability to function in a fast paced environment
• Dependability regarding completion of assignments and attendance
• Ability to pass a drug screen and background check

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.