Team Leader

Responsibilities

• Manage a team of interpreters to ensure SLA compliance
• Train new employees using client-assigned modules
• Manage daily data reporting and interpreter schedule adherence
• Conduct performance evaluations through regular call audits
• Request staffing adjustments to meet productivity goals
• Lead regular team meetings and refresher training sessions
• Prepare reports on customer complaints and inquiries
• Recommend improvements to policies and procedures

Requirements

• Bachelor's degree or equivalent experience
• At least 2 years of experience as a Team Leader in a contact center
• Proven experience in a supervisory role within a BPO or call center
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook)
• Proficiency in CRM software and call center tools
• Strong customer service and conflict resolution skills
• Excellent communication and interpersonal abilities
• Ability to manage and motivate a team

About the Company

Datamark, Inc. provides specialized business process services and contact center solutions.