Our team is looking for a "Team Leader" who will manage "Remote Assistance Specialists also known as Teammates"
As a Team Leader, you will have the opportunity to leverage your skills and play an essential part in our success story! You will monitor the friendly sidewalk robots designed to deliver parcels, groceries, and food. Even if our robots are 99% autonomous, there's always the need to outsource the difficult decisions to our human operators who are able to solve various social and traffic situations.
As a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs). As a Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. A critical part of the role is to be able to train and help in the development of your team by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience which is the main thrust of your department.
We need someone who has the skills to call themselves a Leader. Someone with at least one (1) year of relevant Team Leader experience in international BPO.
Someone who has experience in managing at least 10+ teammates while working in a customer support role within an outsourcing or similar company. If you have managed customer facing matrices (CSAT/ QA) and willing to work different/ rotational shifts - then we definitely want to talk to you If you have previous experience working on the phone, email and live chat customer support roles, if you like wild growth and working with happy, enthusiastic over-achievers we are looking for you.
