Bilingual Operations Team Leader – Graveyard Shift
TELUS Digital · San Salvador
Description du poste
About the role
The Operations Team Leader directs, monitors and develops a CSR team during the graveyard shift, ensuring compliance with performance metrics and quality standards.
Key responsibilities
- Monitor and evaluate calls, chat and email interactions.
- Measure and continuously track team performance against assigned metrics.
- Ensure adherence to account‑required quality standards.
- Implement action plans to improve performance and quality.
Required profile
- Schedule flexibility and ability to work graveyard hours.
- Strong focus on customer support and technology adoption.
- Self‑development mindset and leadership adaptability.
- Experience leading and building effective teams.
Required skills
- Excel – Advanced.
- Customer Service – Advanced.
- Quality Processes – Advanced.
- Motivation Theory – Advanced.
- Feedback techniques, learning and development.
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TELUS Digital
San Salvador
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