Team Leader

**Job Title**: Team Lead
**Location**: Ultra Park 1, Heredia, Costa Rica
**Experience**: Minimum one year of leadership experience

**Responsibilities**
- Facilitating meetings with supervisors to discuss performance issues and provide feedback on progress
- Managing employee performance, including conducting performance evaluations and providing feedback to employees
- Managing work schedules and overtime hours for the team, making sure that all shifts are covered
- Conducting training sessions to help employees improve their skills and learn new processes
- Reviewing incoming calls or chats to determine how best to respond to customer inquiries
- Scheduling meetings to discuss issues or concerns with customers or other departments within the company
- Monitoring call centre activity to identify opportunities for improvement or resolve-times in real time
- Identifying opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations
- Developing and implementing new training programs as needed to support department goals

**Qualifications**
- Advanced English level ( B2/B2+)
- At least 1 year of leadership experience
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
- Ability to multi-task, organize, and prioritize work