Team Leader
Ubiquity
Job Description
We are seeking a passionate about luxury clothing and dedicated Team Leader to join our team.
Experience: We are looking for candidates with at least3 years of experience in relevant fields.
Location: Bogotá D.C., Colombia
Work Mode: Work from Office
Your duties
Supervise and guide the customer service team to meet or exceed key performance indicators (KPIs) and operational goals.
Provide ongoing guidance and coaching to drive team performance improvements.
Ensure Customer Service Representatives (CSRs) stay updated on the product and system information required to perform their duties effectively.
Deliver continuous training on new products, systems, and procedures.
Conduct regular performance evaluations to support the ongoing professional development of CSRs.
Evaluate team performance against established targets and benchmarks.
Provide continuous feedback to CSRs through daily and weekly coaching sessions to ensure ongoing performance enhancement.
Identify areas for improvement and reinforce best practices across the team.
Serve as the main point of contact for resolving inquiries and providing guidance on operational policies and procedures.
Handle escalated calls from CSRs as necessary.
Monitor workload management and distribution among CSRs using available tools and resources.
Generate comprehensive reports, including CSR KPI performance, operational dashboards, and case analysis.
Ensure all reporting accurately reflects true team performance.
Develop and implement performance assessments to measure overall team efficiency.
Deliver continuous tracking metrics to ensure adherence to the account’s required quality standards.
Participate in internal and external calibration sessions to maintain consistency and service quality across operations.
Qualifications
- Passionate about luxury clothing
- Polished and professional appearance
- English written and verbal communication
- Accountability and honesty
- Analytical and observational skills
- Adaptability to change