Vaga de parceiro

Backoffice team leader - 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

  • The Backoffice Team Leader is an experienced Customer Service professional with experience in managing a team.
  • He reports to the Backoffice Manager/Backoffice Supervisor and is responsible for building, leading, and coaching a team of Backoffice Agents - ensuring that his team performs with high efficiency providing excellent service and reaching Kaizen Strategic & Performance objectives.
  • As a Backoffice Team Leader, you will: Assist with defining the needs of a recruitment process and actively participate in the hiring process providing input for the selection of the best talent to achieve business objectives; Coach, mentor, and supervise a team of Backoffice Agents establishing a culture of high performance; Provide teams with resources, tools, and processes to do their job effectively; Delegate tasks and remove obstacles to get the job done, holding everyone accountable; Ensure that roles, responsibilities, and reporting lines are clear to each team member; Train and sign off new staff within the allocated time frame; Set clear expectations and goals for the team and link goals and KPIs to overall business strategy; Monitor and review Backoffice performance with a focus on departmental KPIs (CSAT, TCSAT, etc.
  • ); Undertake performance reviews for all direct reports providing regular feedback on areas for improvement and development to enhance their capabilities and performance; Serve as the escalation point in case of emergency or a critical issue occurs regarding the Backoffice team; Anticipate potential problems, identify the root cause, and make decisions to overcome them; Develop flexible plans that can cope with changes and priorities, anticipating high workload; Monitor market trends and competitors' activity and initiatives; Work closely with other operational teams (CRM, Client Services, Trading, etc.
  • ) to assist them with regulated procedures and ongoing operational duties.
  • What you'll bring: Relevant experience in leading a team in a call center/backoffice environment; Knowledge of MS Office, MS Outlook, and Internet Explorer and other applications like GA; Ability with remote management; Availability to work in shifts (24/7), including weekends and holidays; Fluency in Spanish and English.
  • #J-18808-Ljbffr

Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

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