Team Leads shall meet or have the following education, work experience and other
recommended requirements:
- 3 + years experience at handling customers within service/technical fields.
- Fluent, have acceptable accents, and speak clearly and understandably in each of
the language(s) in which the Services are provided, as well as in English where
required as a second language for the provision of Services. - Ability to explain what's driving their teams' performance in a concise and data
driven way. - Ability to identify and grow talent, lead, motivate and coach direct reports.
- Proven ability to identify training needs and support development of programs.
- High level of integrity as demonstrated personally and professionally.
- Proven ability and passion to coach in one-on-one and also in a team setting with a
clear data driven approach and tangible output for agents to improve. - Outstanding customer service skills.
- Excellent written and verbal communication skills. Comfort communicating with all
levels of management and able to adjust messaging to different target audiences
with to-the-point communication. - Excellent organizational skills and detail-oriented approach to problem solving
- Demonstrated proficiency in multi-tasking and prioritization.
- Clearly demonstrated passion for ensuring the success of Facebook’s culture of
excellence and commitment to quality and customer service. - Previous personnel management experience with service/technical fields within Call
Center environment or tech/service/sales industry o Familiarity with project
management - Moderate understanding of business process improvement methods.
- Understanding of departmental policies and procedures