[El Salvador] - Operations Team Leader - Portuguese (Gaming Account)

Basic Information

Ref number

Req_00016454

Last day to apply

30-Nov-2018

Primary Location

Merliot

Description and Requirements


The Operations Team Leader - Portuguese is responsible for directing, monitoring, and developing the team of Operations CSR under his/her charge, providing the necessary tools for the team to perform its tasks in order to ensure ongoing compliance of metrics assigned to the account.

Main Responsibilities:
Monitoring and evaluating calls and/or emails/chats, continuous monitoring and evaluating the performance of assigned team, constantly monitoring the metrics assigned to the team, monitoring the quality standards required by the account using motivational techniques to stimulate the team, implementing action plans, among others.


Requirements:


  • Schedule flexibility - Required.


Skills:

  • Leadership.

  • Team Development.

  • Orientation to results.

  • Teamwork.

  • Internal and External Customer Orientation.

  • Ability to work under pressure.

  • Effective Time Management.

  • Effective Conflict Resolution.

  • Presentation skills.

Knowledge:

  • Advanced Excel - Desirable
    • Functions: SUMIF Joint, average,Count, conditioning formulas (IF, AND,OR)
    • Preparation and presentation of advanced graphics
    • PivotTables
    • Search the data value by:VLOOKUP.
    • Format Cells
    • Advanced Filters

  • English - 100 % :
    • Oral and written comprehension .
    • Appropriate use of language.

  • Portuguese - 100% :
    • Oral and written comprehension .
    • Appropriate use of language.

  • Customer Service - Advanced.

  • Quality Processes - Advanced.

  • Motivation Theory - Advanced.


Studies & Experience:

  • Graduated in the careers of Business Administration, Industrial Engineering or related field - Desirable.

  • Experience in Gaming Accounts - Desirable.




Additional Job Description

The Operations Team Leader - Portuguese is responsible for directing, monitoring, and developing the team of Operations CSR under his/her charge, providing the necessary tools for the team to perform its tasks in order to ensure ongoing compliance of metrics assigned to the account.

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