Jr. Team Leader at LTVplus

MRF: 309082

Is This YOU? Then We Want to Meet You!

Daily Operations - Team coaches are hands-on leaders. They make sure correct procedures are followed and routinely provide directions on what to do and how to improve. 

Training and Subject Matter Experts (Quality Assurance) - Team coaches should be knowledgeable of all the LOBs they support. Always ready to take over in case an issue in staffing occurs or an escalation arises. They are also expected to conduct quality audits and facilitate training.

Motivation - Responding to customer concerns can be challenging or monotonous at times. Team coaches should be able to encourage agents to take their roles seriously and work hard to build a loyal customer base. They set goals for them to achieve as a way to spur performance and to measure effectiveness.

Evaluation - Team coaches are expected to have a firm grasp of what their campaign/account wants and needs. They are also expected to set team members up to speed on duties and expectations, as well as product updates.

Performance Management - Team coaches monitor how both their team and its individual agents are performing. They think of ways to increase productivity and customer satisfaction. Their observations may be documented in written reports.

Who We Are: LTVplus – Your Global Remote Team

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

When you join LTVplus Your Mission will be to:

• Manage and communicate team performance to the client.
• Enlighten agents by providing new product updates and directions
• Train new hires and also facilitate continuous learning for existing staff.
• Administer coaching and feedback sessions.
• Conduct quality assurance audits to ensure excellent work output.
• Ad-hoc tasks, relating to the role.
• Check and update the team / cluster attendance
• Utilize Attendance tracking tools (Time Doctor 2)
• Update the team if any deviations need to be done (absences / lates / PTOs)
• Prepare and administer coaching sessions and formulate effective action plans.
• Update the Coaching Tracker / Form
• Inform the team of any red flags 
• Administer corrective actions (if needed)
• Monitor productivity and strategize realistic output per account.
• Utilize reporting tools to properly track and manage performance
• Utilize Time Doctor 2 to check on outliers.
• Communicate with the team for any deviations that need to be done.
• Update and facilitate the Weekly L10 (Internal) meetings.
• Update the FAQ for team consumption
• Cascade product / process updates
• Communicate highlights / lowlights and action plans to the team
• Send daily EODs (end of day reports)
• Highlights - wins and appreciations
• Meetings - meetings held / attended
• Lowlights - anything that needs to be addressed / escalated
• Action Plans - Proposed strategies to address the lowlights.
• Update Agent Scorecard / KPIs at EOM (end of the month)
• Use the scorecard template
• Conduct Interviews for their respective accounts

Requirements

• At least 2 Years of Experience as Team Leader
• Time management
• Performance management
• Coaching
• Customer service support
• Technical support background. 

Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Experience working with CS platforms and CRM tools (e.g., Gorgias, GHL, HubSpot) 
• A quiet, cozy workspace to handle calls and chats like a pro.

PLEASE FILL OUT THIS FORM: Skills Assessment Form


Click Here  - Your First 30-60-90 Days at LTVplus: What to Expect

(only shortlisted candidates will be contacted)