Team Leader

The Team Leader is responsible for entry level supervisory duties and the support and development of representatives. The incumbent will be responsible for executing recovery strategies for the attainment of department and team goals. This position will be responsible for monitoring client calibrations, quality related coaching and providing feedback.

Essential Functions and Responsibilities:

Utilizes the Afni Coaching Model (ACM) to perform trend and root-cause analysis of both individual and team performance, formulates recommendations and action plans.Provides ongoing training for performance improvement.
Executes Recovery strategy to achieve Afni's objectives and individual/team goal attainment. Manages daily work map / flow and continually monitors productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies.
Performs supervisory functions that include the mentoring and motivating representatives as well as addresses any attendance or scheduling challenges. Prepares and delivers informal and formal counseling on job performance, behavior and quality issues.
Reports performance results for assigned project team of representatives. Prepares appropriate documentation for quarterly and annual reviews

Bachelor's degree in any field / Completed at least 2 years in college

Experience handling International Telco/Inbound Sales/Customer Service programs
Amenable to work in Downtown Monterrey, Mexico

Team Leader (TL)

About Afni México