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About Foundever
Foundever™ (formerly Sitel Group) is a global leader in customer experience (CX) with 170,000 employees worldwide. We support the best experiences for 750 of the world's leading international and digital brands, handling 9 million experiences daily in over 60 languages across 45 countries.
Role Overview
We are seeking a Team Leader to manage and develop customer service agents in a Spanish-speaking environment. You will be responsible for driving performance, coaching your team, and ensuring key metrics are achieved while fostering a supportive work environment.
Main Responsibilities
- Manage agent performance to ensure achievement of key metrics including resolutions per day, quality, returns, infractions, and productivity
- Supervise, develop, and coach customer service agents, fostering an environment where they can excel through encouragement and autonomy
- Continuously assess team skills and competencies, identifying improvement areas through ongoing learning initiatives in collaboration with the Training Department
- Generate reports and performance statistics as agreed with the client
- Manage daily sales performance tracking to ensure monthly targets set by the client are met
Required Profile
- High school diploma or higher education qualification
- Advanced level of Spanish (C1) and intermediate level of English (B1)
- Excellent command of verbal and written communication skills
- Strong IT skills, particularly in Microsoft Office, to ensure accurate data entry
- Ability to recognize achievements and address performance-related issues effectively
- Ability to work under pressure, operating quickly and efficiently to meet required standards
- Previous experience in sales or managing sales-related performance will be considered an advantage
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