Sales Development Representative, LATAM
TeamViewer
SDR Team Leader
Helpware
full-time
Posted on:
Location Type: Office
Location: Guadalajara • 🇲🇽 Mexico
Visit company websiteJob Level
Senior
About the role
- Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner.
- Provides continual evaluation of process and procedures.
- Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers.
- Provides statistical and performance feedback and coaching daily to each team member.
- Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
- Ensure to write and administer performance reviews for skills improvement.
- Manage nesting agents to ensure proper performance before moving to the operations floor.
- Incorporate performance intervention to accelerate learning.
- Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics.
- Assist Operations Manager to resolve customer complaints and issues
- Handling employee related issues and monitoring transaction
- Monitor Team performance in terms of e.g. NPS, CSAT, FCR, Adherence, and Attrition etc.
- Ensure that employees adhere to the company's policies, procedures, guidelines, rules and work.
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
Requirements
- Bachelor’s degree in any field preferred
- Team management experience at least one year preferred
- Minimum of 2 years’ experience within a contact center environment as a Team Leader
- Experience within customer services, inbound and outbound projects preferred.
- Excellent leadership and communication skills
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Google suit (Gmail, slides and spreadsheets) and MS Office knowledge preferred.
- Ability to deal with demanding customers and escalations
- Energetic and motivating individual
- Creative thinking
Benefits
- Full Time availability
- Availability to work from Site
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
team managementcustomer serviceperformance managementcoachingcall listeningquality feedbackKPI monitoringprocess evaluationproblem resolutionperformance intervention
Soft skills
leadershipcommunicationpeople developmentcreativitymotivationproblem-solvinginterpersonal skillsadaptabilityconflict resolutionempathy