Team Leader

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business' optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don't always know the answer, but we don't give up until we  crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don't just take our word for it; experience the growth yourself

If you don't know where to start, check us out at

DUTIES AND RESPONSIBILITIES 

• Manage and direct the daily activities of the call center agents, including creative resource planning and implementing call center strategies and operations.
• Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
• Provide meaningful career and professional development for assigned experts in partnership with leadership development staff.
• Carry out needs assessment and performance reviews for officers
• Setting and meeting performance targets for efficiency and quality
• Act as subject matter expert for all work-related duties
• Practice and ensure compliance with all policies and procedures of the company
• Coordinate, cooperate, and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
• Coordinate with Recruitment, IT, and liaise with the HR team
• Conduct Business Reviews as needed
• Ad hoc tasks as needed.

MINIMUM REQUIREMENTS AND QUALIFICATIONS 

Key Skills: 

• High level of initiative, accountability, and self-motivation
• Strong customer service orientation
• Ability to build a productive and highly engaged work environment
• Maintain calmness and composure under tight pressure and provocations
• Ability to work independently and take responsibility for seeing things through to completion
• High attention to detail
• Open to feedback and criticism
• Strong leadership, people management, administrative, and numeracy skills
• Strong written and verbal English communication skills
• Proven experience in developing and maintaining relationships with key internal and external stakeholders
• Team facilitation and training skills
• Commitment to delivering the highest quality first-time
• Proven ability to work to deadlines and under pressure with a positive attitude
• Above-average English communication skills

EDUCATION AND/OR EXPERIENCE 

• Bachelor's/College degree
• 2-3 years of experience working as a Team Leader in a BPO (Travel program is required)

About Enshored 

Enshored is the leading outsourcer for start-ups. We're here for the innovators, for the scalers. We're here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don't treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.