Work Location: 20 Calle 5-25 Zana 10 Edificio Nearsol Guatemala City, Guatemala Dept 01010

Compensation: Q6,500 plus Q250 government bonus and up to Q1350 performance bonus 

The Team Lead will facilitate team operations by discussions through the sharing of information and knowledge, identification of teamwork issues, development of problemsolving recommendations, and recommendations of standardizing team operations.

• Exceeds all monthly goals assigned by management
• Assists Supervisor and Manager with forecasting monthly, quarterly and annual  goals for each agent by assigned client and/or business type
• Assists with the preparation for, and the conducting of team meetings
• Assists manager with daily tasks to include building team strategies, escalated phone negotiations, reporting and performance tracking
• Analyzes overall staff performance to determine strengths/development needs
• Provides management with a summary weekly of completed activities and accomplishments
• Maintains compliance with all client contractual requirements and policies
• Successfully completes required Management Training courses and related projects
• Ensures compliance with all Federal, State and local laws applicable to the collections industry as well as TSI policies and procedures

• High School Diploma, GED or equivalent required
• A minimum of 1-year in a call center customer service role preferred 
• Supervisory experience a plus
• Strong work ethic that exhibits high ethical and moral standards
• Ability to supervise and effectively train staff members
• Must be able to communicate effectively and manage time effectively to ensure production standards are always maintained

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.

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