Customer Service Team Lead

hace 3 días

Barranquilla, Colombia Auxis A tiempo completo

Job Summary:
The Customer Service 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 Customer Service Lead will be the

primary customer interface for trouble calls; and provides 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 Customer Service 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. In this capacity, the Customer

Service Lead will also be directly involved in supporting customer calls and related transactional activity.

**Responsibilities**:

- The Customer Service Lead plays a critical role in managing the daily operation of a local team of 10+ professionals servicing U.S. based 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-ins with each team member.
- Communicate and enforce local office policies, including time tracking requirements.
- Assign mentors to new hires and monitor the progress of both mentors and mentees.
- Creates and distributes Daily Status report.
- Responsible for performing Quality evaluations per agent.

Skills and Experience:

- Education level: High school diploma / University in course.
- English - Spanish Language (Oral and writing 90 % or higher)
- 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.
- Flexible and willing to work on weekdays in a Hybryd Work From Home/Site model.

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