Customer Service Team Lead
Auxis
Heredia, CR
hace 1 día

Responsibilities

  • The Customer Service Team 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.
  • Interview candidates for open positions and provide feedback on feasibility / team fit.
  • Communicate and enforce local office policies, including time tracking requirements.
  • Assign mentors to new hires and monitor progress of both mentors and mentees.
  • Creates and distributes Daily Status report.
  • Responsible for performing Quality evaluations per agent. (5 calls per month).
  • Responsible for performing Ecommerce evaluations.
  • Assess team talent, identifying stronger and weaker performers. Creates PIPs and defines supportive actions on low performers.
  • Team Leads will take a minimum of 1 hrs of calls per week (Sunday to Saturday).
  • Will take Customer escalations
  • Skills and Experience

  • Previous experience leading teams / personnel.
  • Two years of work related experience required.
  • Leadership courses and workshops will be considered an asset.
  • Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict.
  • Proven ability to effectively lead through change.
  • Effective oral and written communication skills.
  • Demonstrated ability to link specific activities to desired results.
  • Proven interpersonal skills 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.
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