Vaga de parceiro

Backoffice supervisor - Buenos Aires / PE

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Detalhes da Vaga

Escolaridade Não Informado
Segmento Não Informado
Salário Não Informado
Área de AtuaçãoDiversos / Outros

O que você irá fazer

He reports to the Backoffice Manager and is responsible for building, leadingand coaching a team of Backoffice Team Leaders - ensuring that his team performs with highefficiency providing excellent service and reaching Kaizen Strategic & Performance objectives.
As a Backoffice Supervisor , you will: Oversee departmental metrics and data regularly; ensure goals & KPIs are clear toeveryone within the team; Monitor team performance against targets and milestones ona regular basis; Strive for the optimization of customer experience and efficiency by being up to date withCS trends, tools and practices; Anticipate issues during process flows; Build sustainable solutions by structuring themesand teams; Monitor process changes and ensure continuity; Monitor performance and be responsible for delivering objective KPIs and milestones ona regular basis in order to be aligned with business and customer needs; Responsible for preparing and reporting team SLAs to management and stakeholdersand recommending driving changes to Customer Service workflows and processes; Coach, mentor and supervise a team of CS Team Leaders, establishing a culture of highperformance; Provide teams with resources, tools, and processes to do their job effectively; Identify training needs & development opportunities for his/her team members in order toenhance their performance, both at an individual and team level, to reach businesstargets; Nurture an engaged team, ensuring an engagement score of your team (direct reports); Serve as the escalation point in case of an emergency or a critical issue regardingCustomer Service; Work closely with other operational teams (Client Services, Trading etc.
) to assist themwith regulated procedures and ongoing operational duties.
What you ll bring: 2+ years of relevant experience in leading a team in a call center/backofficeenvironment; Solid experience in managing, motivating and developing high-performing individualsand large-scale, remote and diverse teams; Superb organizational, communication and interpersonal skills; Proven track record of analytical skills combined with effective decision-makingcapability; Customer Service orientation - actively searching for areas to develop effectivesolutions; Fluency in Spanish and English; Industry knowledge will be considered a plus.

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Quantidade de Vagas 1
Jornada Não Informado

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Backoffice supervisor - Buenos Aires / PE

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