Sr. Team Leader, Operations

Concentrix

San Salvador, El Salvador
Manage business line performance
Ensure kpi and financial targets
Customer experience management
The Senior Team Leader is responsible for managing, controlling, and monitoring a Claro business line, aiming to meet call metrics and customer experience goals

Job Summary

  • The Senior Team Leader is responsible for managing, controlling, and monitoring a Claro business line, aiming to meet call metrics and customer experience goals.
  • Essential functions include leading the team, fostering professional development through effective communication and training, and ensuring service delivery meets KPIs and financial expectations.
  • The role involves analyzing performance issues, developing improvement plans, resolving escalated customer calls, and managing team retention metrics.

Matching Summary

The Senior Team Leader is responsible for managing, controlling, and monitoring a Claro business line, aiming to meet call metrics and customer experience goals.

Skills & Requirements

Must-have

  • Manage business line performance
  • Ensure KPI and financial targets
  • Customer experience management
  • Process optimization
  • Continuous improvement strategies
  • Team leadership and development

Nice-to-have

  • Promote teamwork and cooperation
  • Advocate for the team
  • Work under pressure
  • Flexible work schedule

Key Requirements

  • 4-6 years of experience
  • 1+ year progressive management role
  • Technical or associate degree preferred
  • Bachelor's degree preferred

Work Rights

Not specified

Tailored Resume

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