Experienced Call Center Team Lead for LATAM - Remote Customer Service Leadership Opportunity with Sagan

Join Our Dynamic Team: Lead Customer Service Excellence with Sagan

At Sagan, we're revolutionizing the way top executives, founders, and CEOs connect with global talent, bridging the gap between international professionals and US-based businesses. As a pioneer in the industry, we're committed to delivering exceptional customer service through our dedicated team of professionals. We're now seeking an experienced Call Center Team Lead to join our vibrant Latin American team and lead our customer service operations to new heights.

About Us: Sagan - Empowering Global Talent

Sagan is an exclusive membership community that connects top talent from around the world with leading American companies. We're passionate about fostering a dynamic and supportive work environment that encourages continuous improvement and customer satisfaction. Our team is built on a foundation of exceptional customer service, and we're looking for a seasoned Call Center Team Lead to drive our customer service excellence in the LATAM region.

Job Overview: Call Center Team Lead - LATAM

We're seeking an experienced Call Center Team Lead to supervise and motivate our team of call center agents, ensuring they provide exceptional customer service and meet performance targets. As a key member of our team, you'll be responsible for real-time coaching, handling escalated issues, monitoring performance metrics, and supporting the overall efficiency of our call center operations.

Key Responsibilities:

• Team Supervision: Lead, supervise, and motivate a team of call center agents to achieve individual and team goals. Schedule and manage shifts to ensure adequate coverage and efficient workflow. Conduct regular team meetings to provide feedback, address concerns, and communicate updates.
• Performance Management: Monitor and evaluate agent performance using call center software and metrics. Provide coaching and training to improve skills and meet performance targets. Conduct regular performance reviews and give constructive feedback.
• Customer Interaction: Handle inbound customer inquiries professionally and promptly. Identify customer needs to book appropriate service appointments. Convert new and existing customers to preventative maintenance members through effective communication and closing techniques.
• Operational Support: Assist in developing and implementing policies and procedures to enhance call center operations. Ensure team adherence to company policies and best practices. Maintain accurate records of team performance and other relevant data.
• Training and Development: Identify training needs and organize sessions for new and existing agents. Keep the team informed of new services and processes. Promote a culture of continuous learning and professional development.
• Reporting: Prepare and submit regular reports on team performance, customer satisfaction, and other key metrics to the Call Center Manager. Identify trends and provide insights to improve overall operations.

Essential Qualifications:

• Education: High school diploma or equivalent (required). Bachelor's degree in Business Administration, Management, or a related field (preferred).
• Experience: Proven experience as a call center agent with a track record of high performance. Previous experience in a supervisory or leadership role (preferred).
• Skills: Strong leadership and team management skills. Excellent communication and interpersonal skills. Proficiency in call center software, CRM systems, Google, and Slack. Ability to handle escalated customer issues calmly and effectively. Strong problem-solving and decision-making abilities.

Nice-to-Haves:

• Experience in managing multiple shifts or remote teams.
• Familiarity with additional CRM platforms or call center technologies.

What We Offer:

As an independent contractor with Sagan, you'll enjoy a competitive salary of up to $2000 USD, with a work schedule of Monday to Friday, 7:00 AM to 4:00 PM (CST). You'll be part of a dynamic team that values continuous learning and professional development. Our remote work environment offers the flexibility to work from anywhere, and we're committed to providing the tools and resources you need to succeed.

Career Growth Opportunities:

At Sagan, we're committed to helping our team members grow and develop in their careers. As a Call Center Team Lead, you'll have the opportunity to develop your leadership skills, gain experience in customer service operations, and advance your career in a dynamic and supportive environment.

Work Environment and Company Culture:

Our company culture is built on a foundation of exceptional customer service, teamwork, and continuous improvement. We value diversity, inclusivity, and respect, and we're committed to creating a work environment that's welcoming and supportive for all team members.

Compensation and Benefits:

We offer a competitive salary and a comprehensive benefits package that includes opportunities for professional growth and development. As an independent contractor, you'll enjoy the flexibility to work from anywhere and manage your own schedule.

Join Our Team:

If you're a motivated and experienced Call Center Team Lead looking for a new challenge, we want to hear from you. Please submit your resume and intro video in English format to be considered for this exciting opportunity. Don't miss out on the chance to join our dynamic team and lead customer service excellence with Sagan.

Apply now and take the first step towards a rewarding career with Sagan!