External job Description

Senior Team Manager

Main Mission: 

• Performance management to achieve metrics/goals and motivate his/her team to achieve them
• Develop associates through strong coaching and follow-up.
• Contribute to management team objectives through teamwork.
• Ensure the efficient performance of the agent group by balancing human and technical resources.
• Contribute to the ongoing improvement process.
• Administer policies and procedures to assure consistency.
• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities.
• Execute disciplinary action when necessary.
• Monitor, coach, and counsel representatives in an ongoing development process.

• Report to the hierarchy over KPI achievement and action plans on weekly basis

The profile required:

• Bachelor’s degree in the following or related areas: Informatics, Mathematics, Statistic, Economic, management, Business Studies…
• Team manager experience is a must
• Good communicator, with both verbal and written communication skills in English & Spanish
• Excellent IT skills in Office to ensure accurate input of data
• Well organized, with the ability to organize, plan and priorities
• Demonstrate the ability to work well with people, both internally and with external customers. Strong coaching skills
• Strong organizational, administrative, and time management skills.
• Prioritize assignments, and follow-up to ensure task completion, and manage multiple projects.
• Decision Making and ownership
• Proven success in motivation and leadership and coaching.