Job title: experienced quality supervisor description: we are seeking an experienced quality supervisor to join our team in bogota, colombia. the successful candidate will be responsible for developing a department of well-trained professionals who continuously improve the organization and themselves. key responsibilities: - evaluate consistency and accuracy among trainers through observation and analysis of class evaluations - create and maintain consultant training schedule - evaluate levels of process and staff effectiveness and works with business stakeholders to create and collaborate on execution of improvement action plans - conduct coaching and development sessions with team members to drive continuous improvement requirements: - 6 months' tenure in the position - kpis or goals on target for the business unit in the last 3-month period - no active disciplinary actions benefits: - competitive salary - full-time employment - opportunity to work with a global company *[ ]:...
Job description "> the sr. team leader, operations role is responsible for leading a team of call center associates and ensuring performance metrics are achieved through effective coaching and communication. "> key responsibilities: "> "> - lead team members in achieving performance metrics and fostering their professional development and growth. "> - couch direct reports on their performance to ensure performance metrics are achieved. "> - identify performance-related issues and develop action plans for improvement. "> - manage team metrics and retention goals. "> - communicate expectations to employees and provide timely updates and changes. "> - provide subject matter expertise in handling escalated customer calls as needed. "> "> requirements: "> "> - an associate's degree in a related field with four to six years of experience preferred. "> - strong communication skills, both written and verbal. "> - demonstrated ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables. "> - demonstrated ability to mentor, coach, and provide direction to a team of employees. "> - work well under pressure and follow through on items to completion. "> - career framework role receives assignments as objectives with goals and processes in which to meet the goals. "> - in charge of handling large and/or multiple lines of business. "> - drives direct reports to achieve set metrics and business goals through coaching, mentoring, and providing regular feedback. "> - decisions are guided by policies, procedures, and business plan; receives guidanc...
Company overview the operations manager i is a critical role that requires exceptional leadership and management skills. the successful candidate will be responsible for coaching and supervising a team of team leaders, ensuring the client service level agreement and financial expectations are achieved. job description the operations manager i is responsible for analyzing and maintaining all client service level agreements, implementing improvement plans as needed. they will also maximize revenue generation to reach long and short-term financial projects, including data collection for billable/non-billable hours, forecasting, budgeting, etc. required skills and qualifications to be successful in this role, you must have an associate's degree in a related field with more than seven years of experience (with at least two years of progressive management experience) preferred. call center experience is also preferred. you should be able to demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback. benefits we offer a range of benefits, including a competitive salary, excellent communication skills, both written and verbal. you will also have the opportunity to work well under pressure and follow through on items to completion while maintaining a professional demeanor. *[ ]:...
Job summary: we are looking for a senior quality professional to lead our quality assurance efforts in bogota, colombia. the ideal candidate will have experience in developing and implementing quality initiatives and will be able to work effectively with cross-functional teams. responsibilities: - develop and implement quality initiatives to improve processes and staff effectiveness - lead coaching and development sessions to drive continuous improvement - collaborate with business stakeholders to create and execute improvement action plans requirements: - experience in quality assurance or a related field - excellent communication and leadership skills - ability to work effectively in a fast-paced environment what we offer: - a competitive salary and benefits package - the opportunity to work with a global company - a dynamic and supportive work environment...
Job summary "> we are seeking a highly skilled sr. team leader, operations to lead a team of call center associates and drive performance excellence. "> key responsibilities: "> "> - develop and implement strategies to improve team performance and achieve business goals. "> - coach and mentor direct reports to enhance their skills and knowledge. "> - identify and address performance-related issues to prevent attrition and improve customer satisfaction. "> - collaborate with site leadership to develop actions to reduce attrition and improve overall team performance. "> - communicate effectively with employees and stakeholders to ensure seamless communication and minimize errors. "> - stay up-to-date on internal work processes, policies, and procedures to ensure compliance and efficiency. "> - participate in required manager development training to enhance leadership skills and knowledge. "> - supervise a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements. "> - promote the company's values through behavior and attitude, being an advocate for your team members. "> "> requirements: "> "> - a minimum of four years of experience in a call center environment, preferably in a leadership role. "> - excellent communication and interpersonal skills, with the ability to work effectively with diverse groups. "> - demonstrated ability to lead teams in a fast-paced environment, with a focus on customer satisfaction and employee engagement. "> - ability to analyze data and make informe...
Job summary we are seeking an experienced operations manager i to join our team. this role is responsible for managing a group of team leaders, ensuring client service level agreement and financial expectations are achieved. duties and responsibilities the successful candidate will be responsible for analyzing and maintaining all client service level agreements, implementing improvement plans as needed. they will also maximize revenue generation to reach long and short-term financial projects, including data collection for billable/non-billable hours, forecasting, budgeting, etc. key requirements to be successful in this role, you must have an associate's degree in a related field with more than seven years of experience (with at least two years of progressive management experience) preferred. call center experience is also preferred. you should be able to demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback....
Job description "> this sr. team leader, operations role is responsible for overseeing a team of call center associates and driving performance excellence through effective coaching and communication. "> key responsibilities: "> "> - drive team performance by setting clear goals and expectations, and providing regular feedback and coaching. "> - develop and implement strategies to improve team performance, reduce attrition, and improve customer satisfaction. "> - collaborate with site leadership to develop actions to reduce attrition and improve overall team performance. "> - communicate effectively with employees and stakeholders to ensure seamless communication and minimize errors. "> - stay up-to-date on internal work processes, policies, and procedures to ensure compliance and efficiency. "> - participate in required manager development training to enhance leadership skills and knowledge. "> - supervise a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements. "> - promote the company's values through behavior and attitude, being an advocate for your team members. "> "> requirements: "> "> - a minimum of four years of experience in a call center environment, preferably in a leadership role. "> - excellent communication and interpersonal skills, with the ability to work effectively with diverse groups. "> - demonstrated ability to lead teams in a fast-paced environment, with a focus on customer satisfaction and employee engagement. "> - ability to analyze data and make i...
Sr. team leader, operations job description the sr. team leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of team leaders. this position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability of both associates and team leaders. essential functions/core responsibilities - lead team members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation. - coach direct reports on their performance on a regular basis to ensure performance metrics are achieved. - identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment. - ensure service delivered to our customers meets contractual key performance indicator ('kpis') and financial expectations. - communicate expectations to employees and provide timely updates and changes. - provide subject matter expertise in handling escalated customer calls as needed. - manage team metrics and retention goals. - participate in discussions about reasons for attrition and root cause. - team with site leadership to develop actions to reduce attrition where possible. - provide feedback to team members on both call coaching and other daily performance and behavioral activities. - stay current on internal work processes, policies, and procedures. - attend required manager development training. - supervise a group of call center associates including work and...
About the role the operations manager i is a critical role that requires exceptional leadership and management skills. the successful candidate will be responsible for coaching and supervising a team of team leaders, ensuring the client service level agreement and financial expectations are achieved. responsibilities the operations manager i will analyze and maintain all client service level agreements, implementing improvement plans as needed. they will also maximize revenue generation to reach long and short-term financial projects, including data collection for billable/non-billable hours, forecasting, budgeting, etc. requirements to be successful in this role, you must have an associate's degree in a related field with more than seven years of experience (with at least two years of progressive management experience) preferred. call center experience is also preferred. you should be able to demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback....
Perfiles del candidato "> buscamos candidatos con experiencia en capacitación y desarrollo de equipos, que sean capaces de diseñar y ejecutar planes de formación centrados en el cliente. "> principales competencias "> "> capacidad para gestionar proyectos complejos y desarrollar planes de formación efectivos. "> habilidades de liderazgo y comunicación para motivar y educar a los empleados. "> conocimientos en marketing y ventas para comprender las necesidades de los clientes y desarrollar contenido relevante. "> cualidades analíticas y resolutivas para identificar oportunidades de mejora y desarrollar soluciones. "> "> nuestro equipo "> trabajamos en un ambiente colaborativo y dinámico, donde todos contribuyen al éxito de la empresa. *[ ]:...
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