Team Leader

Responsibilities:

• Coordinates the team ensuring operational efficiency and achieving goals, customer satisfaction and team development
• Is responsible for the development of resources in terms of autonomy and skills, promoting growth and multi skill training
• Constantly analyses the progress of the activity, verifying performance indicators (KPIs) and the expected results, interfacing with the coordinators
• Collaborates in the documentary preparation/update (manual/user guide) and provides training in relation to customer services
• Contributes to the achievement of good results of any audit performed by customers on the operational structure
• If necessary, manages operation activities directly to get the results
• Supervises any subcontractors
• Manage the outbound call center operations
• Prepare MIS / Dashboard / Presentations for Unit head and management