**About WOW 24-7**: WOW24−7 is an international outsourcing company. We provide quality customer support services for businesses around the world. Also, we represent Ukraine in the global market as a reliable outsourcing partner. **Key Responsibilities**: - Lead, coach, and mentor a team of multilingual customer support agents. - Monitor daily operations and team performance to ensure SLAs and KPIs are met. - Conduct regular one-on-one meetings, performance evaluations, and training sessions. - Handle escalated customer issues and provide resolution with a focus on quality and empathy. - Collaborate with Quality Assurance and Training teams to maintain service excellence. - Create and analyze reports to track productivity, customer satisfaction, and other key metrics. - Drive engagement, motivation, and continuous improvement within the team. - Ensure compliance with internal policies and client-specific procedures. **Requirements**: - Fluency in **Spanish, English, and Portuguese** (spoken and written). - Minimum 2 years of experience in a call center or customer support environment. - At least 1 year of experience in a supervisory or team leader role. - Strong leadership, communication, and interpersonal skills. - Proficiency with CRM tools, helpdesk software, and MS Office. - Ability to work flexible shifts, including weekends or holidays if required. - Strong problem-solving and conflict resolution skills. **Preferred Qualifications**: - Experience in a BPO or outsourcing environment. - Background in customer experience or technical support. - Knowledge of performance management tools and methodologies. **What We Offer**: - Competitive salary and performance bonuses. - International, inclusive work culture. - Professional growth and career development opportunities. - Ongoing training and support from leadership. - Work-from-home flexibility - Hybrid Tipo de puesto: Tiempo completo