Key Responsibilities:
* Oversee departmental metrics and data regularly to ensure goals & KPIs are clear to the team.
* Monitor team performance against targets and milestones on a regular basis, striving for optimization of customer experience and efficiency.
* Anticipate issues during process flows and build sustainable solutions by structuring themes and teams.
* Monitor performance and deliver objective KPIs and milestones on a regular basis to align with business and customer needs.
* Prepare and report team SLAs to management and stakeholders, recommending driving changes to Customer Service workflows and processes.
Leadership Skills:
* Coach, mentor and supervise a team of CS Team Leaders, establishing a high-performance culture.
* Provide teams with resources, tools, and processes to do their job effectively.
* Identify training needs & development opportunities for team members to enhance their performance and reach business targets.
* Nurture an engaged team, ensuring an engagement score of direct reports.
Requirements:
* 2+ years of relevant experience in leading a team in a call center/backoffice environment.
* Solid experience in managing, motivating and developing high-performing individuals and large-scale, remote and diverse teams.
* Superb organizational, communication and interpersonal skills.
* Proven track record of analytical skills combined with effective decision-making capability.
Languages:
* Fluency in Spanish and English.
Industry Knowledge:
* A plus is industry knowledge.