Team Lead with Spanish and English

Angajator: WEBHELP Romania
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 06.05.2021
    Scurta descriere a companiei

    Webhelp is a 50,000 people-strong global leader in business process outsourcing (BPO). We continue to specialise in customer experience but our capabilities extend across voice, social and digital channels. Our outsourced services have also expanded to include payment management, sales and marketing services.
    We engineer customer experiences on behalf of some of the world’s most progressive brands and through our transformational outsourcing proposition we can drive performance improvement, deliver a real and lasting transformation in clients’ operating models and deliver material financial advantage.
    Since its inception, Webhelp has grown significantly with more than 500 partners being served by our global teams which cross 35 countries and more than 140 customer experience hubs. In the last four years alone, our revenues have grown by more han 250%. We achieved this by investing in our people and the environment they work in, and developing the analytical and operating capability to deliver truly transformational outsourcing with solutions which meet the challenges of a now omni-channel world.


    Minimum requirements:

    ● Proeficiency in English and Spanish

    ● Excellent, consistent quality scores and other performance metrics

    ● In-depth knowledge of performance metrics

    ● Proficient in Excel/Google Sheets

    ● Proficient in powerpoint/Google Presentations

    ● Familiar with internal procedures and tools knowledge


    Tasks and Responsibilities:

    ● Own and monitor the performance and calibration on team members

    ● Frequent 1:1s with team members to solicit feedback on process inefficiencies or

    team-related issues

    ● Deliver performance reviews to team members

    ● Own and create performance improvement plans

    ● Communicate vision and strategic vision changes

    ● Track case handling and time management

    ● Review and improve case handling flow

    ● Create, implement, and follow up on individual, team, and site wide action plans and

    communicate the initiatives and results with our


    ● Identify and implement initiatives to drive customer satisfaction, increase case quality,

    increase efficiency, and boost team productivity - and share the initiatives and results

    with our client. Manage the performance and career development of the technical support


    ● Manage responsive relationship with our client to build productive, retention oriented team


    ● Report weekly according to the KPI performance code calls Own, prepare content, and

    present reporting for WBR/MBR/QBR

    ● Handle all agent scheduling

    ● Manage the performance and career development of the technical support team

    Alte informatii

    Personal abilities:

    ● Excellent communication and leadership skills

    ● Organizational and time-management skills

    ● Decision-making skills

    ● Highly organized

    ● Ability to adapt to a fast paced, dynamic work environment

    ● Ability to motivate a team

    We are seeking teams of bright and diverse individuals to work in a brand-new contact centre which offers a wide range of support to users throughout the World. Our teams are fully multilingual, and you will work within a truly international organization and team. Do you want to build a career within a new multinational fast-growing company in Romania? Are you interested in working for an innovative, technology driven company? If you say yes to these two questions, then we are waiting for your application!