Brief Job Summary:

The ideal candidates assist the call center with the day-to-day operations in a supervisory capacity. In general, this role requires a person to have advanced knowledge of a company's products and/or services, knowledge of the company's designated call center workflow. advanced customer service skills, advanced problem solving skills, and the ability to effectively communicate with customers, managers and team members.

 

Position:

Call Team Leader - 2 posts; one for Sales and one for Customer Service

 

Department:

Operations

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Type:

Contract

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Experience Level:

• Entry Level  - 0 to 5 years

• Mid-Career  - 5 to 10 years

• Experienced - 10 to 20 years

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Compensation:

A comfortable remuneration package is being offered with the potential to earn commission and bonuses, but this is based on qualifications, level of experience and performance during and after the probation period. Earnings are based on your experience level, qualifications and the value of the campaigns.

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Commission & Bonus:

Eligible after 3 months performance appraisal

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Hours:

6 - 8 hours a day

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Work week:

6 days 

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Term:

• More than 6 months. Your tenure on the job heavily depends on how well you perform your duties.

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Suitable candidates from:

St. Lucia

St. Vincent & the Grenadines

Dominica

Barbados

Jamaica

Trinidad & Tobago

Antigua & Barbuda

Grenada

St. Kitts & Nevis

Dominican Republic

Montserrat

Philippines

Pakistan

Guyana

United States

Canada

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Duties may include some or all of the following:​​

• Lead staff to reach service, sale or support goals, including adherence to schedule and budget.

• Supervise the representatives on a designated team, providing them with direction and additional support to meet company goals in areas such as daily call volume and sales.

• Provide customer-service or sales support for issues requiring a manager, (you will often have the authority to grant or deny customer requests that general team members do not). 

• Track daily information for your team.

• Use a variety of company-provided resources to report on a daily, weekly, and monthly basis to your superiors. 

• Be the person who funnels information to and from your team and other managers and departments.

• Hold daily or weekly team meetings to communicate directives from higher management, provide feedback on past weekly or monthly statistics.

• Serve as a motivational coach for your team.

• Assist with employee reviews, attendance records, and training of other representatives.

 

Other Details:

• You will need a compatible headset (headphones/earphones are not allowed). 

• You will need a laptop or desktop computer with a good internet connection.

• You will need a quiet place to work

 

Requirements:​

• Must have a good speaking voice with a great command of the English language

• Must possess key skills in Microsoft Word, Windows NT/XP/2000 Networking, Windows Operating Systems, Microsoft Excel, Microsoft Office, People Management, Training, Customer Service, Sales, Google Docs. 

• Must have previous call center experience 

• Previous experience in phone Customer Service & Sales would be an asset

• Must be proactive and enthusiastic on the phone when you need to speak with customers, clients and staff

• Requires a minimum of 5 CXC's/GCSE's/High School Diploma including Mathematics and English.

• A minimum of 1 year experience in the field or in a related area

• Familiar with a variety of the field's concepts, practices, and procedures

• Relies on extensive experience and judgment to plan and accomplish goals

• Performs a variety of tasks as assigned by upper level Management

• Leads and directs the work of others in the Sales/Customer Service Team

• A wide degree of creativity and latitude is expected

• Reports to the Call Center Supervisor

 

If selected you will be required to complete and sign the requirement company documents/agreements.

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You will be required to:

• Run a speed test on the computer system that you will be using to do the job.

• Complete the Skills Sheet. 

• Record your voice. 

• Prepare a video resume. It must be uploaded to YouTube but not made public. You can use your smart phone.