Customer Care Team Lead
San Jose de Costa Rica, San Jose, Costa Rica
hace 2 días


Responsible for the daily one-on-one supervision andmanagement of the team members. Manages all aspects of the quote and orderentry processes as performed by the Costa Rica team.

The Team Lead is alsoresponsible for contributing to the quote to cash service levels, for whichreason they are expected to dedicate part of their day to quote or orderprocessing when necessary.


Leads team members, foster their professional developmentand growth, and promote teamwork and cooperation

Serves as the first point of escalation for team memberswhen problems or issues arise with systems use or operation. Providesescalation support by giving guidance in problem solving customer issues.

Useall available resources to resolve these issues as efficiently as possible

Control cycle times and other metrics assigned for thespecific team and identifies and monitors improvement areas if required

Maintains daily work schedules and proactively manages therequired attendance of the team to complete all the assignments.

Evaluates theneed for actions to ensure adequate workload coverage

Maintain updated all relevant training materials,certification materials, and applicable work instructions

Provides day-to-day supervision and management of directreports ensuring they have a clear understanding of performance expectationsand they are properly trained and that they have the tools they need to performat high levels of productivity

Helps facilitate proactive communication with otherteams / locations

Provides feedback to direct reports regarding dailyperformance and behavioral activities in a timely manner. Communicateexpectations to new employees and provide timely business updates and changes

Develops / trains people to identify and resolve problems ontheir own.

Support and administer company policy in an appropriate andconsistent manner to ensure employee trust and management credibility

Works with Supervisor to resolve personnel issues in aprofessional and timely manner. Implement all disciplinary actions, up to and including termination, inaccordance with company policy and ensure consistency.

Document issues, actionstaken and plan for follow-up for HR file

Administers OT reporting in accordance with company policyand procedures.

Conducts Team Meetings with direct reports to ensureexpedient communication of relevant information and as an open forum for inputfrom team members.

Schedules and coordinate team activities

Participates in employee development process and year endperformance reviews by providing feedback and assessing individual trainingneeds

Partners with Human Resources to screen, interview and hirenew headcount. Ensure that effective training and mentor resources are providedfor all employees.

Attends required manager development training

Stays current on internal work processes, policies andprocedures

Responsible for understanding and complying with all companyand team policies and procedures

Will perform any other duties or functions as assigned


Degree in Business Administration, Finance, Logistics,International Commerce, Engineering or similar

At least 2-3 years relevant experience

Oracle e-Business OM, PA and PO Module knowledge Preferable

Good written and oral communication skills (B2 EnglishLevel). If required good communication skills in Portuguese (only for Braziloperations)

Solid keyboard skills and a strong proficiency for usingWindows & MS Office applications is a must

The initial requirement is to Work in a Schedule to Supportthe assigned Latin America country. The main outcome of the work is to achievethe target metrics for the successful implementation of the centralized Q2CProcesses.

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