Team Leader | El Salvador

The Team Leader is responsible for overseeing the day-to-day operations of assigned customer program(s) during a designated shift. This role supports management with customer escalations and monitoring of critical processes, while coaching and developing the assigned team. 

The Team Leader ensures the team has the tools and support needed to perform effectively and consistently meet customer requirements.

Responsibilities:

• Manage a team of Customer Service Representatives (CSRs) to achieve or exceed goals and key performance indicators through ongoing coaching and mentoring.
• Ensure CSRs are informed and trained on product and system updates necessary to perform their tasks effectively.
• Conduct business reviews and performance management activities to support CSRs' continuous development.
• Complete daily and weekly coaching sessions with CSRs.
• Provide floor support as a subject matter expert on policy and procedures, and handle escalated calls as needed.
• Assist with queue management using available tools.
• Support the preparation of business reports, including CSR KPI performance, scorecards, and case analysis.
• Implement and administer assessments to measure team performance, monitoring metrics and quality standards required by the account.
• Attend internal and external calibration sessions and client meetings.
• Perform administrative and other related tasks as assigned.
• Act as a liaison between management/HR and CSRs, escalating matters related to benefits, grievances, and other HR issues for appropriate action.
• Organize team-building activities and design performance-based incentive programs.
• Ensure CSRs comply with the Employee Handbook and other applicable policies.

Knowledge, Skills and Experience:

• College degree or equivalent work experience.
• Previous call center supervisory experience.
• Experience resolving escalated, customer-impacting issues.
• Strong business acumen with a focus on operational excellence.
• Excellent verbal and written communication skills.
• Dynamic leadership skills.
• Strong problem-solving skills, sound judgment, and decision-making ability.
• Analytical thinking applied to troubleshooting and problem resolution.
• Ability to present information and respond to questions across various internal and external stakeholder levels.
• Experience delivering coaching and feedback.
• Ability to contribute to team efforts by supporting related projects as needed.
• Ability to work in a high-pressure environment while maintaining a positive demeanor with customers and employees.
• Strong organizational and time management skills.
• Intermediate to advanced proficiency in Google Drive and Microsoft Office applications.
• Ability to read, write, speak, and understand English in a business environment; bilingual skills may be required for some roles.
• Flexibility to work varying shifts, including weekends, overnights, holidays, or extra shifts as business needs require.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.