TL - LATAM Assistance Team Leader - MX

Job Description

We are currently looking for a dedicated and motivated Team Leader to support our**off hours operations. **

LatAm Assistance Team Leader is responsible for leading a 24/7 high performing team in a high-volume, fast-paced Contact Center environment while maintaining a consistently high level of quality and Customer Service Excellence. This support is provided through monitoring service level standard, team objectives, alignment with

corporate strategic vision and performance management.

The position is also the point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.

KSA (Knowledge, Skills and Abilities/Attitudes)  Knowledge of managerial principles (HR, priorities, projects)  Knowledge of the Customer Contact Centre metrics  Knowledge of the insurance industry  Excellent verbal and written communication  Planning, time management and organizational  Problem Solving and keen analytical mind  Leadership  Excellent interpersonal skills and professionalism  Process Improvement  Ability to adapt to change and act as a catalyst for change  Results driven individual  Coaching abilities  Ability to motivate and build a high-performance team  Ability to engage in strategy and vision development  Ability to manage and measure work  Ability to set priorities and make decisions  Ability to lead large groups of people  Ability to lead people working during extended hours  Customer focused  Highly organized  Passion for serving clients  Promotes collaboration and teamwork  Establishes trust  Delivers customer value  Leverages innovation  Delivers business results  Proficiency in the Microsoft suite of products  Proficiency in customer service center applications Requirements and Qualifications

 Bachelor’s degree with business emphasis or equivalent 5+ years of experience in related field. Bilingual. Three (3) years supervisory experience.