Customer Service Lead
idt · Guatemala City
Description du poste
About the role
idt is looking for a Customer Service Lead (Team Lead) to provide day-to-day leadership and support to its customer operations team in Guatemala City. The role is hands-on and suits someone who is proactive, solution-oriented and comfortable in a fast-paced customer service environment.
Key responsibilities
- Provide coaching and resolve operational questions for the team
- Monitor performance and quality
- Keep the team aligned with business goals and company standards
- Handle escalations and make sound decisions quickly
Required profile
- Previous leadership or supervisory experience, preferably in a contact center or customer service setting
- Proactive, accountable and team-oriented approach
- Ability to work with both local and international teams
Required skills
- Strong communication, coaching and problem-solving skills
- Ability to analyze performance and identify areas for improvement
- Strong organizational skills and attention to detail
- Comfortable working with performance metrics, quality standards and operational goals
- Ability to learn and work with multiple systems and business tools
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idt
Guatemala City