TL - LATAM Assistance Team Leader - MX

Job Description

We are currently looking for a dedicated and motivated Team Leader to support our off hours operations.

LatAm Assistance Team Leader is responsible for leading a 24/7 high performing team in a high-volume, fast-paced Contact Center environment while maintaining a consistently high level of quality and Customer Service Excellence. This support is provided through monitoring service level standard, team objectives, alignment with corporate strategic vision and performance management.

The position is also the point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.

KSA (Knowledge, Skills and Abilities/Attitudes)

• Knowledge of managerial principles (HR, priorities, projects)
• Knowledge of the Customer Contact Centre metrics
• Knowledge of the insurance industry
• Excellent verbal and written communication