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Team Leader - Sales

• Manages and develops a team of assigned Agents to meet and exceed performance, quality, end-user satisfaction, client satisfaction, and any other relevant key operational metrics by providing them guidance, support, and education.

• Review team and Agent performance and quality metrics regularly within the shift to ensure that all operational metrics are met

• Follow the corporate procedures designed for operations and the TL role

**Key Responsibilities**

• Follow all steps of Operative Procedures and standards to manage their team and their shift daily to ensure 70% of their shift is spent managing their team

• Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual/team targets

• Completes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements

• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin

• Provide “real-time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary

• Work on preventing, avoiding, and reducing the agent´s absenteeism and attrition and, ultimately, increase the employee’s satisfaction.

• Create action plans to improve KPIs and program performance.


  • Educacion mínima: Universidad / Carrera tecnológica
  • Años de experiencia: 1
  • Idiomas: Inglés

Resumen del empleo

Team Leader - Sales
Antioquia, Medellín
Publicada 23 junio
Tiempo Completo
Contrato a término indefinido

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