**Customer Service/Support**
**Location**
- Pavas, Costa Rica***
Job Title:
Team Leader, Operations
**Job Description**:
The Team Leader, Operations is responsible for coaching and supervising a group of engineers. This position is also responsible for ensuring Client Service Level Agreement, including financial, development and performance expectations are achieved in a 24/7 operation for global support.
The Team Leader, Operations responsible for technical operations and results of the engineers' providing tools, guidance, and effective coaching to ensure customer satisfaction.
TAC culture and orientation is a must.
Team Leader, Operations must successfully ensure service deliver and customer satisfaction success through resolution of advanced engineering cases and advocating for the client success.
**Responsibilities**:
- Knowledge in technology fields Cloud services / Networking / User management / Operating systems (Mac/Linux/windows) / Encryption / Windows Server/CCNP/JNCIP/MIST - AI Gen.-
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance TSMs are expected to drive performance, achieve goals set and CVAs.-
- Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.-
- Coach team members on their performance (technical and non-technical) as outlined by scorecard on a regular basis (TBD).-
- Conduct technical assessments and case audit reviews to assess engineer proficiency.-
- Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.)-
- Meet or exceed all deadlines for reporting. Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution.-
- Effectively use business standard oral and written communication skills daily.-
- Demonstrate flexibility by working varying shifts and responding to unanticipated events.-
- Interface with the client at an appropriate level.-
- At least 12 months of experience leading roles or Background in Business Administration/ Human resources or related field-
- Schedule flexibility (work on weekends)-
- Technical expertise, industry standard case and call management, technical proficiency, troubleshooting skills. Have worked as an engineer on a technical team involving both case and call management highly desirable.-
- Strong understanding of computing technology and Networking.-
- Problem solving skills with linear and logical troubleshooting skills.-
- Process knowledge, assessment, design, and documentation skills.-
- Excellent customer service and support skills.-
- Able to work well under pressure Exhibit professional demeanor.-
- Strong written and oral communication skills, including presentation skills.-
- Experience with providing and receiving coaching and feedback, able to encourage, motivate and provide recognition.**Eligibility**- At least 1 year of tenure in Concentrix and in current position-
- Holds zero disciplinary actions in the past 6 months-
- Good performance, meeting main KPI's and no active PIP's in the past 3 months.-
- English level required is 85% or above-
- Have taken the TL Academy Program**Your Benefits**:
- A place where you can be in charge of your own work.-
- A place where your ideas will be heard.-
- Competitive salary-
- Career development-
- Good working environment**Location**:
CRI San Jose - Jacks
Language Requirements:
Time Type:
Full time
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