Chatter Team Leader

The Team Leader is responsible for leading global teams of senior agents (L2) and sales promoters, ensuring high performance, goal achievement, and adherence to company standards. This role acts as a bridge between operations and management, focusing on people development, KPI control, and service excellence.

Key Responsibilities:

• Supervise the sales team, ensuring daily and monthly targets are met.
• Monitor KPIs such as sales performance, conversion rates, script adherence, average handling time, and service quality.
• Provide individual and group feedback regularly.
• Conduct alignment meetings and participate in operational committees.
• Develop, train, and motivate the team.
• Identify process improvements and propose practical solutions.
• Ensure compliance with internal policies,, and ethics, especially regarding sensitive content.
• Support incentive campaigns and action plans alongside management.

Essential Requirements:

• Bachelor’s degree completed or in progress (Business Administration, Marketing, Communication, Sales Management, or related fields).
• Fluent English.
• Previous experience as a team leader.
• Experience with operations involving sensitive content or high-demand sales environments is a plus.
• Experience in a leadership role in at least one of the following areas is required: e-commerce, sales team supervision, or call center management.
• Knowledge of CRM tools, dialers, and digital platforms.

Technical Skills:

• Proficiency in Office Package, Google Workspace, and operational management tools.
• Data analysis and performance metrics monitoring.

Behavioral Skills:

• Strong communication and influence.
• Strategic leadership and people management.
• Analytical thinking and decision-making.
• Change management and innovation.
• Focus on results and customer satisfaction.
• Ability to work under pressure with challenging goals.
• Proactivity, organization, resilience, and problem-solving.