We are seeking a talented call center leader to lead a team of customer service agents in delivering exceptional, responsive, and efficient service. This role requires strong leadership skills, coaching abilities, and the capacity to thrive in a fast-paced, performance-driven environment.
key responsibilities:
1. oversee a team of 10-20 call center agents, monitoring attendance, adherence, and productivity.
2. track and report daily kpis (aht, call resolution, qa scores, attendance, etc.).
3. conduct regular coaching, performance reviews, and one-on-ones.
additionally, the ideal candidate will be responsible for:
* supporting new hire onboarding and providing on-the-job training.
* identifying skill gaps and coordinating with the training department to improve performance.
* ensuring calls and customer interactions meet quality standards.
* handling escalated calls and resolving customer complaints promptly and professionally.
* assisting with shift scheduling and real-time adherence to ensure coverage.
* coordinating with wfm and hr teams on scheduling, leave, and attendance issues.
* submitting daily/weekly reports on team performance, issues, and trends.
* acting as a communication link between agents and upper management.
qualified candidates will possess:
required skills and qualifications:
* a high school diploma or equivalent is required (bachelor's degree preferred).
* at least 3 years of experience in a call center environment, with at least 1 year in a leadership or senior agent role.
* strong knowledge of call center kpis, customer service processes, and escalation procedures.
* proficient in spanish; intermediate to advanced english required.
* excellent communication, coaching, and conflict resolution skills.
* familiarity with call center tools (e.g., crm systems, phone systems, workforce management software).
the ideal candidate will also have:
preferred skills:
* experience in bilingual call centers or u.s.-based campaigns.
* working knowledge of qa tools and real-time monitoring dashboards.
* strong multitasking and time management abilities.
we offer a competitive salary range of $26,000.00 - $31,000.00 per month and an opportunity to work in-person.