Customer Service Team Lead

hace 4 semanas

Barranquilla, Atlántico, 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.

Responsibilities

  • Manage team productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
  • Design and implement 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.
  • Interview candidates for open positions and provide feedback on feasibility/team fit.
  • Communicate and enforce local office policies, including time tracking requirements.
  • Create and distribute weekly Status reports.
  • Responsible for performing Quality evaluations per agent.
  • Assess team talent, identifying stronger and weaker performers. Creates PIPs and defines supportive actions on low performers.

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.
  • 1-2 years of Previous experience leading teams/personnel in a Customer Services environment
  • Two years of work-related experience are 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-site full time.

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