Financial BPO Team Lead

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Hire Horatio CX A tiempo completo

Position Summary:

The ideal candidate must have previous hands-on experience with process improvement and project management, advanced English, experience managing multiple channels including chat and phone calls, and must also be well versed in back office and data entry, 

We also need someone with experience with CRMs, customer service technologies, and cloud-hosted telephony.

To apply for this position you should have experience of 3+ years as a Supervisor, Team Lead, or equivalent in the BPO industry. Proficiency in English is crucial for success in this role. 

 Responsibilities:Coordinate and ensure the smooth operation of their team.Be an expert in the nuances of state registrations and transfers as you quickly and accurately process and submit state registrations.Follow up with customers on inaccuracies in their applications to ensure that we accurately and rapidly complete their state registrations.Contact state agencies for follow-up on untimely correspondences or clarify evolving state registration requirements.Create and optimize processes for supporting new features and fulfillment streams by identifying gaps and needs of the internal team and customers.Provide "above and beyond" customer service in all interactions with customers and think creatively about ways to optimize each customer's experience.Review and resolve escalationsEvaluate team membersSupport process improvementTrain new hiresRequired Skills/Abilities:Previous experience working with financial institutions is required.Excellent (near-native) English is a requirement for this jobTech-savvy and advanced proficiency in G-Suite/MS OfficeGreat eye for detecting team, and employee risk before it becomes an issueTrack record of building positive relationships with employees and partnersStrong work ethic and a talent for bringing out the best in othersPassionate about sharing knowledge and helping othersCritical thinkingTechnically proficient, well-versed in back office and data entry.Education and Experience:3+ years as a Supervisor/Team Lead, in the BPO or equivalent in a financial environment.Senior college student or bachelor's degree in Business Administration or relevant fields.
On-site role based in Bogota.

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