Description
We are seeking a Team Leader to manage a team of Remote Assistance Specialists who will provide support for our sidewalk robots designed to deliver parcels, groceries, and food.
As a Team Leader, you will be responsible for managing the day-to-day planning and operations of your team, ensuring that each team member delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs).
Key responsibilities:
- Manage and supervise a team of Remote Assistance Specialists
- Monitor and analyze team performance to ensure SLA and KPI targets are met
- Provide coaching and training to team members to improve their skills and performance
- Act as a bridge between team members and other departments
- Make sure team members adhere to their schedules
Requirements:
- At least 1 year of relevant Team Leader experience in an international BPO
- Experience in managing at least 10+ teammates in a customer support role
- Previous experience working on phone, email, and live chat customer support roles
- Willingness to work different/rotational shifts
We offer an opportunity to work with a dynamic team and be part of a company that values diversity, equity, and inclusion.