Millicom (Tigo)

The Team Leader is responsible for managing a team of remote agents by providing coaching, feedback, and training to ensure high-quality customer service. They must monitor performance metrics, implement improvement strategies, and ensure compliance with company policies and KPIs.

The analyst will monitor transactions across digital and contact center channels to identify quality gaps and operational inefficiencies. They are responsible for designing action plans, providing feedback to operators, and generating statistical reports to improve the overall customer experience.