Team Leader
Etech Global Services LLC
- Hanover / St. James / Trelawny
- Not disclosed
- Permanent full-time
- Updated 24/07/2025
- Jamaica Recruiters
Our team is growing – We are searching for individuals who are ready to be a part of the next big thing and are excited about growing with our company!
Leadership is anxiously waiting to cultivate and develop your skills and prepare you for the career journey of a lifetime.
Our focus is to create lasting impressions with each customer interaction. Reflect on the times you have been the customer and you left your experience feeling satisfied, appreciated, and valued. Simply put – these are the experiences you will use to deliver world-class results to our customer base. If you consider yourself to be a team player, goal-oriented and possess a passion for helping others; apply to become a part of the Etech Global Services Team.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
1 | Sets expectations and leads team to achieve performance goals as established by leadership |
2 | Coaches and develops team of agents/representatives to achieve performance objectives |
3 | Administers Performance Management Process as needed to develop agent performance and behavior |
4 | Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, customer service/ records retrieval techniques and compliancy guidelines |
5 | Issues written and oral counseling for breach of conduct as outlined in the employee handbook |
6 | Responsible for periodic evaluations on all team members/ACT’s |
7 | Exhibits teamwork by building strong relationships with peers, superiors, and team members |
8 | Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting |
9 | Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development |
SUPERVISORY RESPONSIBILITIES:
Directly supervises approximately 15 FTE's on a Campaign in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Knowledge of:
Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.
Ability to:
Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments.
EDUCATION and/or EXPERIENCE:
Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS:
Valid driver’s license or other Government issued photo ID.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand and talk and hear. The employee frequentlyis required to walk and use hands to handle or control. The employee is occasionally required tosit; reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee regularly works ininside environmental conditions. The noise level in the work environment is usually moderate.
What We Offer:
- Employee Referral Program
- Health and Life Insurance Benefit
- Free Shuttle Service
- Leadership Program
- Paid Training
- Career Advancement Program
- Bonuses and incentives based on campaign
- Monthly Rewards and Recognition and Birthday Club
- Opportunity to participate in Monthly Give Back Initiatives for the Community
- Tuition Reimbursement
