5CA
22 days ago
About The Job
You are a natural people-person. You get a kick out of building relationships with people from all kinds of backgrounds, and you are deeply empathetic. You thrive when working in a team. You are a great motivator. You help people understand the value of their work and can motivate them to give their best performance. That means you lead by example.
As a Team Lead (TL) you will look after the job satisfaction of around 6 to 9 remote agents within your region or language. This means you will build strong relationships with everyone in your team, train and coach them. As Team Lead you make sure that your team has the tools and motivation to provide great customer support. You go the extra mile to make sure that your team is engaged, committed, and comfortable with their work, so the team and each agent is able to delivering the needed KPIs.
Responsibilities
- Lead & coach a team of 6 to 8 agents, to begin with
- Onboard new agents into the project
- Promote 5CAs culture and core values
- Optimize the satisfaction of the team
- Create space for a diverse and inclusive community
- Interact with Recharge client on a daily basis and answer their requests
About You
- You speak Russian & English language at a minimum advanced level (C1 minimum).
- At least 1 year of experience as a Team Lead in a previous position is a must.
- Experience in a similar position is highly preferred.
- You are located in Bosnia & Herzegovina, Bulgaria, Georgia, Kazakhstan, Serbia, Turkey, Uzbekistan, Kyrgyzstan, Ukraine.
- Experienced leadership, coaching, and queue management.
- People management skills.
- Good understanding of contact center metrics.
- Reliability and capacity to prioritize their tasks.
- Able to work under pressure and deal with changes in a dynamic work environment.
- Strong leadership and empathetic skills.
Technical requirements
- A minimum internet speed of 10 Mb/s download and 10 Mb/s upload internationally and <120ms Latency, internationally.
- Wired internet connection (no Wi-Fi)
- A minimum of 8 GB RAM.
- A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer.
- An Intel Core i5-8260U or better/similar.
- A smartphone usable for two-factor authentication that runs at least:
- Android 8.0 or newer
- Apple iOS 15.0 or newer
What we offer:
- The flexibility to work 100% remotely with no wasted commute time and travel costs
- A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
- A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyones uniqueness
- Innovative digital tools and comprehensive training, with access to our library of online training courses
- Various learning and career development initiatives throughout the year