Customer Service Team Lead - Afternoon shift (Full remote within Colombia)

at  leadtech

We are looking for a qualified Team Leader to manage our Customer Service Team with ability to lead, motivate and inspire others with strong relationship building skills to achieve and exceed goals. You will be responsible for supervising, managing and motivating team members on a daily basis.
As a Team Leader, you will be the contact point for your agents and for other teams such as HR, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals.

A LITTLE BIT ABOUT US

Leadtech has been fostering and developing innovative digital businesses across several industries since 2009. It has since then expanded to a team of over 500 committed employees working all over Spain. We are thrilled to have more than 23 nationalities working together and very proud to see that our products and services are enjoyed by millions of users monthly around the globe. #LifeAtLeadtech

MAIN REQUIREMENTS:

• Professional academic level
• Proven successful experience, at least 2 years leading a Customer Service Team of 10-15 pax within a fast-growing environment.
• Remote team management experience
• In-depth knowledge of performance metrics.
• Language Skills: Fluent in English (C1-C2) and Spanish, both written and verbal.
• Strong analytical skills and data driven mentality. Proficient level of Excel.
• Familiarity with CRM systems and practices is a plus.
• Own computer and a good internet connection to work from home.

• Analyze team’s general performance management results. Drive the team to exceed metrics and KPIs by creating and fostering a high-performance environment, identifying patterns and creating personalized Action Plans for each of the agents.
• Deep Dive into Data to identify root causes for complaints and to create a culture of continuous improvements in the processes.
• Organize regular team meetings to maintain team spirit & acknowledge any issue before they develop.
• Collaborate with other Team Leaders to improve strategies and share strategic methods.
• Address performance problems according to company policy in coordination with HR.
• Take the initiative to act and proactively come up with solutions for problems, managing and implementing all the changes.
• Hold monthly 1-2-1 providing statistical and performance feedback and coaching on a regular basis to each team member.
• Be available for employees who experience work and/or personal challenges, providing appropriate coaching, counseling, and guidance until the resolution.
• Ensure everyone on your team has appropriate training and any required resources to perform their jobs to their best (or seek additional support when required).
• Prepare and participate in regular internal or external review meetings.
• Maintain and increase one’s own knowledge level.
• Support the Recruitment processes if needed.
• Develop strategies to promote team member adherence to company regulations, performance goals and added value suggestions to client workflow and policy.
• Create an inspiring team environment with an open communication culture.
• Monitor team performance and report on metrics.
• Recognize high performance and reward accomplishments.