Job Title: Call Center Team Lead - LATAM Location: Remote (CST Time Zones) Salary Range: up to 2000 USD Work Schedule: Monday to Friday, 7:00 AM to 4:00 PM (CST) NOTE: INDEPENDENT CONTRACTOR POSITION Company Overview: Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent.
We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies.
Discover a world of career possibilities with Sagan.
About the Company: Sagan represents a company focused on delivering exceptional customer service through a dedicated team of professionals.
The company is committed to fostering a dynamic and supportive work environment, where continuous improvement and customer satisfaction are top priorities.
Position Overview: The Call Center Team Lead will be responsible for supervising and motivating a team of call center agents to provide excellent customer service and meet performance targets.
This role involves real-time coaching, handling escalated issues, monitoring performance metrics, and supporting the overall efficiency of the 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.
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.
Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and intro video in English format.
