Team Leader (Spanish speaker)

Duties and Responsibilities:

• Ensures that the team and staff meet the account’s productivity standards.
• Responsible for monitoring call center and agent on-line ACD data, ensuring that the floor operations meet the standards set (KPIs) in periodic intervals for the shift.
• Monitors all areas of performance metrics and helps the program manager/s ensure client service levels are met or exceeded.
• Monitors service contact methods to observe employee’s demeanor, technical accuracy, and conformity to company policies.
• Coordinates with all parties concerned when systems affecting operations are not working effectively and reports the same to the operations management team.
• Works with program manager/s to develop better ways to improve the system, processes, service and quality.
• Determines work procedures and expedites workflow.
• Acts as subject-matter ex...