Team Leader with Spanish / Russian / Portuguese

Monday-Friday, regular working hours

• Manage team size of 15-20 agents.
• Supervise the agents, manage their performance, staffing.
• Drive operation to meet service levels & provide escalation support.
• Enforce real time adherence in all Work Types within the scope of operation
• Monitor the volume of Jobs, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
• Constant interaction with customer, reporting site performance; including but not limited to staffing compliance, skilling status
• Provide visibility and reporting capabilities of KPIs.
• Should be fluent in preparing reports / graphs / Pivot reports / dashboards etc
• Must be very familiar with Excel formulas / functions etc.

• Team Management experience in a similar work environment preferred.
• Goal and result oriented mindset
• High level of attention to details
• Excellent written communication skills (English and respective language)
• Integrity and professional ethics
• Working experience of MS Excel – Highly Desirable. Few examples are but not limited to
  • Lookup Functions – VLOOKUP, XLOOKUP
  • Logical Functions – IF, AND, OR, XOR
  • Text Functions – FIND, SEARCH, PROPER, TRIM, CONCATENATE
  • Formatting & Auditing

• Opportunity to be part of a rapidly expanding global organization with irreproachable reputation.
• Pleasant and inspiring working atmosphere.
• Professional development and clear career path.
• Training & development opportunities.
• Competitive salary with cafeteria benefits.