Santiago
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Bilingual Team Leader Customer Service
Publicada el
07 de Junio de 2025
Santiago
Descripción
Role Description:
We are seeking a bilingual Team Leader to supervise a team of customer service agents handling calls for a U.S.-based transportation service. This individual will be responsible for overseeing team performance, ensuring operational goals are met, providing continuous support to agents, and handling calls when needed. The role requires strong leadership skills, analytical thinking, and effective communication in English.
Key Responsibilities:
- Supervise and motivate a team of call center agents to meet quality and productivity goals.
- Monitor individual and team performance, providing ongoing feedback and coaching.
- Ensure compliance with established service procedures and standards.
- Manage team performance metrics and KPIs.
- Handle escalated customer situations and support agents in issue resolution.
- Take customer calls as needed to support operations or assist directly with service issues.
- Collaborate with other operational areas to optimize processes and customer experience.
- Prepare regular performance reports and progress updates for the team.
Requisitos mínimos
Minimum Requirements:
- High school diploma and/or currently enrolled university student.
- 2–3 years of experience in customer service (preferably in a call center environment).
- Minimum of 6 months to 1 year of experience leading teams.
- Advanced English proficiency (B2+ or higher), especially in verbal communication
- Availability to work 8-hour shifts, as required by the operation.
- Proficiency in team management tools and performance monitoring systems.
Required Skills and Competencies:
- Strong leadership and team management abilities.
- Excellent communication skills in both English and Spanish.
- Ability to analyze performance metrics and make data-driven decisions.
- Conflict resolution and results-oriented mindset.
- Empathy, initiative, and a strong service attitude.
- Organizational skills, responsibility, and strategic thinking.
