Customer Service Team Lead

hace 6 meses

Barranquilla, Colombia Auxis A tiempo completo

Job Summary:
The Team Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Team Lead will provide support, direction, monitoring, and coaching to the assigned agents in all areas of job performance, including consumer contact processing, problem resolution, and work planning. Also, The Team Lead will work with the Customer Service Supervisor to monitor overall team performance, including achieving target transactional volume and quality measures, following the contractual and operational standards of the account. The Lead will work with the Supervisor to establish and monitor workflow efficiencies, daily work volumes and work schedules to ensure that the company's customer service goals are met.

**Responsibilities**:

- Team Lead plays a critical role in managing the daily operation of a local team of 10+ professionals servicing international clients.
- Manages team productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
- Designs and implements process improvements.
- Support the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires.
- Monitor overall team workload and reallocate/delegate tasks as necessary to ensure optimal team efficiency.
- Build morale, establish an atmosphere of team camaraderie, and promote a common team identity.
- Conduct weekly team meetings to discuss and identify issues of interest and concern, as well as weekly 1:1 check-in with each team member.
- Communicate and enforce local office policies, including time tracking requirements.
- Creates and distributes weekly Status reports.
- Responsible for performing Quality evaluations per coach. (4 evaluations per month).
- Assess team talent, identifying stronger and weaker performers. Creates PIPs and defines supportive actions on low performers.
- Accurately and objectively review brand systems and processes.
- Team Leads will conduct a minimum of 2 virtual visits per month.
- Provide insight and analytics on common patterns and trends identified in the location visits.
- Be on the phone answering calls when requested by direct supervisor according to operational requirements

Skills and Experience:

- Education level: High school diploma / University diploma will be considered an advantage.
- English - Spanish Language (Oral and writing 90 % or higher) C1.
- Previous experience leading teams/personnel
- Two years of work-related experience required.
- Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict.
- Proven ability to effectively lead through change.
- Leadership courses and workshops will be considered an asset.
- Effective oral and written communication skills
- Demonstrated ability to link specific activities to desired results.
- Proven interpersonal skills are necessary to interact effectively with customers and employees of all levels within the organization.
- Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.
- Detailed and service-oriented, maintain confidentiality and sensitive information, adhering to strict data privacy standards.
- Willing to work on weekdays/weekends at the site.

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