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Team Lead Honduras

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San Pedro Sula, Honduras

Job Type

Full Time - Hybrid

Benefits


  1. Monday to Friday

  2. Weekends off!

  3. All benefits by law

  4. Altia SmartCity

  5. Discounts to Gym, Restaurants, and Stores

  6. Office / Hybrid opportunities

  7. Meal subsidy ($80 LPS) and transportation

  8. Private health, life, and dental insurance

  9. PriceSmart, Prescription Glasses, Birthday benefits and more

  10. Wellness events, activities, and soccer team

  11. Compensation days

  12. Career growth opportunities

  13. Monthly employee engagement events

  14. Sponsored lunch, snacks, and coffee events

  15. Professional Training & Development opportunities


Additional information:


  • Employment Type: Full-time.

  • Schedule Monday to Thursday 7AM to 5PM PT, Friday 8AM to 5PM PT

  • After six months eligible for hybrid work based on meeting performance expectations

  • Please, submit your CV in English.

Job Type: Full-time position - Work from Home eligibility

Work Schedule: Monday to Friday (Weekends Off!)

Language: Ability to communicate fluently in English and Spanish is required

Education: High School Diploma or Equivalent

Work Experience: 2+ years of experience in a call center team lead or supervisor role.


Additional information:

  • Employment Type: Full-time

  • Please, submit your CV in English.


Role Purpose: The primary goal is to lead and support a team of associates, ensuring smooth daily operations and motivating team members to meet and exceed performance goals.


Core Focus: Emphasis on team leadership, operational oversight, communication, coaching, and performance management. The role aims to strike a balance between managing day-to-day operations and supporting the team's growth and morale.


Job Brief: We are looking for a skilled Team Lead to guide and support our team. You will help the team work well together, keep things running smoothly, and motivate them every day. Good communication and leadership skills are important to inspire the team to reach and pass our goals.


Key Responsibilities

  • Team Leadership, Motivation & Development

    • Oversee the day to day operations, ensuring that tasks are delegated appropriately and deadlines are met.

    • Provide regular feedback, coaching, and growth opportunities to improve agent performance and motivation.

    • Ensure compliance with company policies, procedures, and quality assurance standards across all customer interactions.

    • Prepare and present regular performance reports to management, highlighting key achievements, challenges, and actionable recommendations.

    • Manage escalations and resolve conflicts within the team, maintaining professionalism and fostering a positive and productive work environment.

    • Identify training needs within the team and coach team members to improve their capabilities. 

    • Assist in the onboarding process for new agents, providing on the job training to ensure a smooth transition and successful integration into the team/company.


  • Conflict Resolution & Support

    • Actively listen to team members, addressing concerns, resolving conflicts, and offer support to keep a positive and smooth work environment.

    • Handle escalated customer and/or associate’s issues or complaints with professionalism, ensuring that solutions are timely and aligned with company policies and procedures.

    • Capable of managing high pressure tasks, approach challenging scenarios with a solutions oriented mindset, ensuring smooth operations even in demanding circumstances.

Skills & Requirements:

  • Knowledge of BPO operations and key performance metrics.

  • Comfortable with executing operational tasks, managing escalated customer complaints and handling inbound/outbound calls as part of team operations.

  • Strong analytical and problem solving skills with the ability to interpret and act upon call center data to drive performance improvements.

  • Highly organized with time management skills, able to prioritize and manage multiple tasks effectively.

  • Strong interpersonal skills with the ability to foster positive working relationships and motivate team members.

  • Proficient in G Suite and skilled in Microsoft Excel, with the ability to perform data analysis and generate detailed reports.

  • Basic understanding of BPO Quality Assurance and industry best practices (experience conducting call reviews, evaluating team performance, and implementing QA standards is a PLUS).

Zventus, founded in 2016, has challenged the traditional outsourcing model, prioritizing our employees as the key to success.

We believe in building collaborative partnerships, and transforming outdated methodologies into dynamic and strategic alliances.

With you, this transformation, with our diverse team of top-tier talent, we support the needs of mid-size companies, Fortune 500 companies, and emerging start-ups alike.

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