Team Leader

Nearstaff Solutions, one of the fastest-growing outsourcing companies worldwide with Contact Center operations throughout the US, Mexico, and Latin America and world headquarters in Valencia, CA, is seeking a highly motivated and experienced individual to join our team as a Training Specialist. If you are passionate about teaching, have a proven track record in delivering results and thrive in a fast-paced environment, we want to hear from you!

As a Team Leader you will provide support to a team of call center agents as they field calls from clients. You will assist in their development, ensuring that every agent is set up for success. Team Leaders monitor progress, and ensure that the agents on their team understand and meet expectations. Our Team Leaders provide support by answering questions, and deliver ongoing coaching and inspiration. Team Leads should be analytical, supportive, and prepared to act as a resource to agents.

Essential Duties and Responsibilities:

• Manage and oversee a team of call center agents.
• Coach, and develops call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Inspire and support agents through feedback and communication.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Answer agent questions regarding best practices or difficult calls.
• Identify operational issues and recommend possible improvements.
• Monitor and evaluate agent performance (KPIs), provide learning or coaching opportunities, and take corrective action, if necessary.
• Keep track of employee attendance, and make sure work procedures are followed.
• Work with other supervisors and management team members to support agents and maximize customer satisfaction.

Skills & Abilities:

• Fun – Friendly & Energetic. Has the personality and hustle to be support and motivate the team.
• Speed – Deadline oriented and able to thrive in an ever changing, entrepreneurial environment.
• Creative Problem Solving – Strong analytical and critical thinking skills with a focus on data based strategies.
• Communication – Expert level - both written and verbal - clear communication with teammates across all departments!
• Assertiveness – Ability to challenge and influence your team to deliver results with a sense of urgency.
• Integrity – Leads with strong professional attitude, accountability and ethics.
• Language – English proficiency required.

Requirements

High school diploma or general education degree (GED) required.

Fully bilingual in English and Spanish.

Previous experience in the role and the Call Center industry.

Schedule Flexibility

Immediate availability.

Demonstrates exceptional leadership, and coaching/mentoring skills.

Excellent problem solving and customer service skills.

Excellent verbal and written communication skills.

Proficient in Microsoft Office Suite (Word, Excel, Outlook).

Proficiency with technology, especially computers, software applications, and phone systems.

Strong English communication skills both verbal and written.

Results oriented with ability to manage change while creating a positive environment.

One year of leadership experience, and/or call center experience preferred.

Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Benefits

NEW office / Great Team Work Environment

Entrepreneurial / Fast-Paced Environment

Opportunities for Advancement

Hiring Now!

Location

Invercasa, 3rd tower 2nd floor

Company Culture & Mission

Nearstaff Solutions makes outsourcing simple so that our clients can focus on their core business and drive sales growth. We are the sales, customer service, and back-office support engine behind many top brands, products, and services. We are very selective with the partners with whom we engage as well as the teammates we invite to be a part of our family. This keeps us focused on our Values: People, Passion, Balance, Transparency, Results, and Fun!