Job Summary:
The BOS Team Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity.
The Team Lead will be the primary customer interface for trouble calls/accounts; and provides support, direction, monitoring, and coaching to the assigned agents in all areas of job performance, including consumer contact processing, problem resolution, and work planning. Besides, the Team Lead will work with the BOS Supervisor/Manager to monitor overall team performance, including achieving target transactional volume and quality measures, following the contractual and operational standards of the account.
The Team Lead will work with the Supervisor/Manager to establish and monitor workflow efficiencies, daily work volumes, and work schedules to ensure that the company's customer service goals are met. In this capacity, the Team Lead will also be directly involved in supporting customer calls/accounts and related transactional activity.
**Responsibilities**:
- Team Lead Lead plays a critical role in managing the daily operation of a local team of 15+ professionals servicing U.S.based clients.
- Assess team talent, identifying stronger and weaker performers. Creates PIPs and defines supportive actions on low performers.
- Conduct Performance Appraisal monthly with team members.
- 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.
- Manages team productivity and utilization focused on Client-Specific KPIs and Goals set by AUXIS Management.
- Build morale, establish an atmosphere of team camaraderie, and promote a common team identity.
- Support the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires.
- Assign mentors to new hires and monitor the progress of both mentors and mentees.
- Provide training and coaching to team members.
- Communicate and enforce local office policies, including time-tracking requirements.
- Communicate instructions regarding any account processes to team members.
- Communicate trends to management as identified
- Create reports to inform the supervisor about the progress of the team's performance.
- Designs and implements process improvements.
- Monitor overall team workload and reallocate/delegate tasks as necessary to ensure optimal team efficiency.
- Monitor the participation of team members to verify that the training received is used correctly or if they need additional training.
- Proactively search for information, analyze and, based on this, develop a strategy to achieve the account's metrics.
- Responsible for performing Quality evaluations per agent. (5 calls/accounts per agent per month).
- Support and help in the documentation of the process of any project
- Utilize effective documentation standards that support a strong historical record of actions taken on the account.
- Will take Customer's escalations.
- Will work the queue for at least 1 hour per week.
- Support when required with a task other than and/or in addition to their fixed responsibilities (for coverage of vacations, permits, emergencies and/or fortuitous cases as long as it is strictly necessary: (Assignment, resolution, of tickets, temporary telephone attention).
- Support with any other new process when required by the client as long as it has been officially included in our scope. (Review 1st with Management)
Skills and Experience:
- English-Spanish Language (Oral and writing 90 % or higher), (C1 or above).
- High School Diploma.
- Minimum 3-4 years of experience in Customer Service / Back Office environment.
- Experience:
- The resource will adjust its schedule based on the account needs.
- Leadership courses and workshops will be required within the first 6 months in the position.
- Excel Intermediate - Preferred**Personal Competencies**
- Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict.
- Proven ability to effectively lead through change.
- Demonstrated ability to link specific activities to desired results.
- Proven interpersonal skills are necessary to interact effectively with customers and employees of all levels within the organization.
- Ability to deal with highly personal and confidential information is essential.
- Strong written and oral communication skills, as appropriate to the needs of the audience.
- Self-management of time in support of business needs.
- Ability to work well under pressure.
- Ability to adhere to all organizational policies and procedures and to the Code of Conduct.
- Active and strategic learning: understanding the implications of new information for current and future problem solving and decision making as well as selecting and using