What are the responsibilities and job description for the FREELANCE FIELD AGENT TEAM LEADER H/F - 100% Remote position at Sqwad?
At Sqwad, our mission is to put people back at the heart of the customer experience for strong brands 💪, across multiple channels 🌐 and with the support of trained and dedicated agents.
In other words, our role is to identify all customer interactions throughout the buying journey — such as the first experience with a product or service 🛠️ or the discovery of a new feature ✨ — and, each time, with the support of technology 💻 and data 📊, provide the right trained and dedicated agents to create value in every interaction.
Today, we are proud to work with more than 200 clients who trust us 🤝, after only 3,5 years, including iconic brands, start-ups, scale-ups, and large corporations.
Beyond our client mission, our purpose is also to support all of our agents by offering fair compensation, contributing to their training and professional development, and sharing value across our territories 🌍 regardless of geographical or social background.
Job Description:
As a Field Agent Team Leader, you manage a team of around ten agents.
You are responsible for ensuring the proper organization of the team and the achievement of the objectives of your telesales agents who work remotely.
You are in charge of managing the project, ensuring procedures are followed, advising and motivating your team members while supporting their professional development.
Your role includes analyzing individual and team performance, implementing appropriate action plans to ensure client satisfaction, achieving productivity targets while maintaining high standards of quality and compliance.
Key Responsibilities
Team Management & Development
In other words, our role is to identify all customer interactions throughout the buying journey — such as the first experience with a product or service 🛠️ or the discovery of a new feature ✨ — and, each time, with the support of technology 💻 and data 📊, provide the right trained and dedicated agents to create value in every interaction.
Today, we are proud to work with more than 200 clients who trust us 🤝, after only 3,5 years, including iconic brands, start-ups, scale-ups, and large corporations.
Beyond our client mission, our purpose is also to support all of our agents by offering fair compensation, contributing to their training and professional development, and sharing value across our territories 🌍 regardless of geographical or social background.
Job Description:
As a Field Agent Team Leader, you manage a team of around ten agents.
You are responsible for ensuring the proper organization of the team and the achievement of the objectives of your telesales agents who work remotely.
You are in charge of managing the project, ensuring procedures are followed, advising and motivating your team members while supporting their professional development.
Your role includes analyzing individual and team performance, implementing appropriate action plans to ensure client satisfaction, achieving productivity targets while maintaining high standards of quality and compliance.
Key Responsibilities
Team Management & Development
- Supervise and manage a team of around ten field customer advisors / field ants.
- Set and monitor the team's performance objectives.
- Motivate, coach, and support team members in achieving their targets.
- Develop the team’s product and sales skills through regular evaluations, identifying development areas and supporting their growth.
- Lead, motivate, and retain team members.
- Provide the team with visibility on project performance and sustainability.
- Analyze team performance and implement action plans to improve results.
- Ensure compliance with internal procedures.
- Manage turnover and absenteeism and take corrective actions when necessary.
- Handle production incidents.
- Actively participate in the preparation and facilitation of production review meetings.
- Contribute to creating additional value within the project scope.