Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azkcq
About WOW 24-7:
WOW24−7 is an international outsourcing company. We provide quality customer support services for businesses around the world. Also, we represent Ukraine in the global market as a reliable outsourcing partner.
Key Responsibilities:
- Lead, coach, and mentor a team of multilingual customer support agents.
- Monitor daily operations and team performance to ensure SLAs and KPIs are met.
- Conduct regular one-on-one meetings, performance evaluations, and training sessions.
- Handle escalated customer issues and provide resolution with a focus on quality and empathy.
- Collaborate with Quality Assurance and Training teams to maintain service excellence.
- Create and analyze reports to track productivity, customer satisfaction, and other key metrics.
- Drive engagement, motivation, and continuous improvement within the team.
- Ensure compliance with internal policies and client-specific procedures.
Requirements:
- Fluency in Spanish, English, and Portuguese (spoken and written).
- Minimum 2 years of experience in a call center or customer support environment.
- At least 1 year of experience in a supervisory or team leader role.
- Strong leadership, communication, and interpersonal skills.
- Proficiency with CRM tools, helpdesk software, and MS Office.
- Ability to work flexible shifts, including weekends or holidays if required.
- Strong problem-solving and conflict resolution skills.
Preferred Qualifications:
- Experience in a BPO or outsourcing environment.
- Background in customer experience or technical support.
- Knowledge of performance management tools and methodologies.
What We Offer:
- Competitive salary and performance bonuses.
- International, inclusive work culture.
- Professional growth and career development opportunities.
- Ongoing training and support from leadership.
- Work-from-home flexibility
- Hybrid
Tipo de puesto: Jornada completa
Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azkcq
📌 Team Leader (Bogotá)
🏢 WOW24-7
📍 Bogotá
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