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Team Lead

10 hours, 48 minutes ago
Mexico
Full-time
Senior
Technical Lead
Software Development
Apply Now
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016
View All Jobs 8

Description

  • Supervise and lead team members during the assigned shift.
  • Provide guidance, coaching, and support to help team members meet goals and objectives.
  • Ensure quality standards are met and implement quality control procedures when issues arise.
  • Monitor key performance metrics and take corrective actions to meet or exceed targets.
  • Train new associates and provide ongoing training to existing team members.
  • Conduct weekly one-on-ones and impromptu coaching sessions to support continuous improvement.
  • Maintain open communication with team members, shift leads, and management.
  • Report issues, escalations, and opportunities for improvement to the appropriate stakeholders.
  • Resolve operational challenges during the shift and collaborate with other departments on complex problems.
  • Manage helpdesk operations by monitoring agent availability, SLA tickets, and escalation queues.

Requirements

  • Bachelor's or college degree in any field.
  • 1 year of leadership experience.
  • 3+ years of customer support experience.
  • Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications.
  • Excellent verbal and written communication skills.
  • Ability to understand and communicate complex ideas to clients.
  • Aptitude to quickly learn and navigate new technology, systems, and applications.
  • Ability to accept feedback gracefully and with an open mind.
  • Customer orientation and ability to adapt and respond to customers with diverse backgrounds.
  • Analytical and critical thinking skills with strong attention to detail.

Interested in this position?

Apply directly on the company website

Apply Now

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