
Customer Service Team Lead
hace 6 días
VoiceTeam Call SRL is a leading provider of outsourced services, dedicated to delivering trustworthy and innovative solutions while fostering well-being. Our commitment extends to our clients' satisfaction, employees' growth and well-being, sustainability, and community development. Guided by core values such as engagement, integrity, excellence, adaptability, and teamwork, we strive to be the global partner of choice.
Job Description
The Operations Supervisor plays a crucial role in overseeing daily operations, ensuring performance targets are met, and maintaining high service quality. This position involves supervising a team of customer service and technical support representatives, driving operational efficiency, and fostering a productive work environment. The ideal candidate possesses strong leadership skills, a problem-solving mindset, and a customer-focused approach.
Key Responsibilities:
- Supervise and motivate a team of sales representatives to meet and exceed sales goals.
- Monitor key sales metrics, including conversion rates, revenue growth, and client acquisition.
- Work closely with Workforce Management (WFM) to ensure adequate staffing levels and schedule adherence.
- Ensure that the team provides exceptional customer service throughout the sales process.
- Enforce compliance with quality standards and sales ethics to maintain company reputation.
- Collaborate with QA and Training teams to enhance sales techniques and service quality.
- Work closely with HR to manage employee relations, attendance, and disciplinary actions.
- Act as a liaison between sales, marketing, and operations to align strategies and drive results.
Qualifications & Requirements:
The ideal candidate should have a Bachelor's Degree in Business Administration or a related field. Additional certifications in sales leadership or management are a plus. A minimum of 2 years of experience in the call center environment, preferably in Sales Telecommunications, is required. At least 1 year of experience in a leadership role, such as Sales Supervisor, Team Lead, Trainer, QA, or similar, is necessary. Proficiency in CRM tools, sales tracking software, and Microsoft Office (Excel, Word, PowerPoint) is essential. Familiarity with sales analytics, forecasting, and pipeline management is also required. The candidate should possess strong English language skills, with a minimum B2 level (C1 preferred), and Spanish language skills, with strong verbal and written communication skills.
Compensation & Benefits:
VoiceTeam Call SRL offers a competitive compensation package, including performance incentives based on sales performance and KPIs. A comprehensive benefits package includes meal allowance, childcare subsidy, fully paid supplementary insurance, full psychological assistance on-site, annual bonus based on company performance, and access to a cooperative savings plan. Additionally, the company provides clear pathways for career development, training programs, and internal promotions.
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