Maketing Digital Team Leader

Previous experience in personnel management in service/technical areas in a Call Center environment or technology/service/sales sector o Familiarity with the project

• Management

• Moderate understanding of business process improvement methods

• Understanding of departmental policies and procedures

• The company's expectation of team leaders is that 70% of their time is dedicated to coaching, monitoring and direct support to their agents.

• Effective use of leading call activity dashboards and reports to ensure excellent performance accuracy

• Ability to identify and develop talent, lead, motivate and train direct reports in order to establish and develop an effective team; identify outliers and manage the team.

performance to continuous KPI achievement

• Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers.

• Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals

• Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.

• Able to adjust messaging to different target audiences (agent, Ops Manager) with to-the-point communication

• Able to adapt quickly to changes in workflows/processes/procedures/product features

* Advanced English

* 100% in person