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About the Role
TalentPop is one of the fastest-growing agencies in the E-commerce space that actively helps over 500 E-Commerce Brands including Core Power Yoga, Beyond Meat, and Jaxxon put together an excellent solution for their Customer Service needs by leveraging the best Customer Service talent from all around the world. TalentPop is experiencing exponential growth (over 600% in the last year) and is looking for Dedicated Team Leads to manage our agents!! BPO Experience is a PLUS!
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Responsibilities
- Responsible for managing the agent’s performance and attendance, and ensuring they are meeting the KPI set by the client and the CSM.
- Responsible for providing bi-weekly team coaching and 1 on 1 coaching with their agents
- Responsible for assessing agent’s health, safety, and welfare during coaching calls
- Responsible for creating reporting to measure agents’ performance
- Responsible for conducting semi-annual performance reviews and making recommendations on agents’ future growth, promotions, and rate appraisal
- Proactively reach out to their agents to get a pulse on how they are doing and how we can support them
- Work collaboratively with other Team Leaders to share trends, and areas of improvement for the department and recommend process improvements to better the TL Department, the Customer Service Agents, and TalentPop
Ideal Skills
- Passion for helping others
- Passion for learning and self-improvement
- Committed to working in a long-term position with growth potential
- Someone who is able to work with minimal supervision and still do great work
- Someone who is committed to showing up each day with a willingness to learn and improve their skills
- Someone who will not have attendance issues is prompt to meetings and is willing to contribute and share feedback
- Someone who is solution-driven and provides suggestions whenever they have questions
- Someone who does not make excuses and takes ownership of their actions
Qualifications
- 3+ years of Team Lead Experience
- 3+ years of Customer Service Experience
- Great English
- Reliable internet connection is required.
- Looking for a long-term position with growth opportunities.
- E-Commerce experience preferred.
- Any experience working with Shopify, BigCommerce, and/or Amazon clients is a plus.
- Any experience or familiarity using G Suite, Zendesk, Freshdesk, Intercom, or Gorgias is a plus.
- Able to communicate via Zoom Video, Slack, and Email.
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