Operations Team Lead

About the Company:

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

A Team Leader will be responsible for Leading a team of customer service representatives Driving their performance, coaching them and encourage their skills development.

Responsibilities:

• Facilitate & assist the team through individual coaching sessions and team meetings.
• Ensure daily monitoring of individual and team performance indicators, to identify areas for improvement and implement the necessary action plans.
• Ensuring compliance with the company's internal rules and regulations.
• Ensure administrative supervision of the team (days off, lateness, absence).
• Improve customer experience and ensuring customer satisfaction.
• Organize and plan the Team’s tasks.
• Deal with conflicting calls.
• Editing a reporting of the production of his team if necessary.
• Proactively alert on possible problems that may affect production.
• Perform a minimum of 2 hours of call processing per month to maintain business expertise.
• Implement priority support plans for low performers.

Qualifications:

• Minimum of 1 year experience as a Team Leader
• Proficiency in using MS Office tools.
• Excellent command of the English language, with excellent verbal and written skills.
• Excellent Communication & negotiation skills.
• Customer oriented mindset.
• Ability to manage stress and conflicts.
• Analytical and synthetical mind.