Job Description

The Team Lead position is responsible for the day-to-day functional supervision of Agent workgroup, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance management and appraisal of a workgroup(s) in accordance with the organization’s policies and applicable legal requirements. This position is responsible for supporting, coaching, developing, and supervising a group of employees in a customer service environment. 

 

Job Requirements

  • 6 months experience as an Agent; previous experience in a similar capacity would be an asset.
  • Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
  • Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
  • Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
  • Ability to coach, develop action plans which maximize performance and provide effective feedback for highly demanding goals.
  • Proven ability to analyze and improve work processes and policies.
  • Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
  • Must have proficiency with various software applications programs including Microsoft Word, and Excel.

 

Reference
VAC-1167
Employer
iBEX Global Jamaica
Hours
Employment Type
Location
Salary and benefits
Salary and benefits info not provided.
Salary
Competitive
Your Career Level
Early Career
Years Experience
Would be an asset
Your Education Level
Not Specified
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