Customer Care Team Leader

hace 1 semana

Buenos Aires, Argentina Hansen Technologies A tiempo completo

**Customer Care Team Lead - Buenos Aires, AR
**About the role**

The Customer Care Team Lead is responsible for the direct supervision and performance management of the Customer Care Agents at the Call Center. This is a key role for the success of our care agents, as we have just built our customer center in Argentina this role will supervise, and build the team culture according to the company’s mission and culture.

This requires a thorough understanding of our client’s policies and procedures so as to effectively supervise Inbound/Outbound agents. The Team Lead of customer Care must also understand the various Care departments’ strategic plans to ensure day-to-day operations are aligning with the Company and client goals.

**Key Responsibilities**
- Lead a team of Care Center Agents 15-20 agents
- Handle escalated calls and agent assistance requests or other questions via various communication tools
- Conduct Performance Management and behavioral discussions with Direct Reports
- Monitor Real-time Care Center Statistics to ensure SLA achievement
- Work with the scheduling Team to manage resources effectively
- Work with the Training Team to ensure continuous development of Direct Reports
- Monitor the quality of work (both written and oral) of Direct Reports to identify areas of improvement
- Handle the overflow of interactions, as needed

**About you**
- Associate degree in business or technical field, or a minimum of 3 years of experience in Billing/Customer Care
- 1 - 2 years of experience in supervision role
- Strong oral and written communication skills
- Working knowledge of Microsoft Office products, strengths in Excel
- Ability to Motivate a Team of Individuals
- Performance Management
- Motivating Others
- Leadership
- Decision Making
- Communication

**Why work for us?**

Every day, we at Hansen inspire and challenge today’s utilities and telecoms to be tomorrow’s next experience companies. From North America to Australia and everywhere in between, you’ll be part of a global team of technology professionals who work to enable our clients to innovate more freely and engage at a new level with their customers.

**_EEO/M/F/D/V - Please note that we will not be offering sponsorship for this role _**.

**#Argentina**

**#BuenosAires

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