Team Lead

hace 5 días

Heredia, Costa Rica Digital Risk, LLC. A tiempo completo

Company Description
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.

**Job Description**:
The Team Lead is a senior member of the CSR team responsible for ensuring effective and quality team performance by the CSR’s reporting to them and delivering a service that meets or exceeds customer expectations. They are a key interface to the client in the event of dispute or escalation and a point of expertise.

**Responsibilities**:
Manage and Develop Customer Service associates:

- Manage a team of CSRs on day-to-day basis. Train, develop and manage their respective team and its members.
- Monitor and ensure that their team is compliant with the guidelines of the Employee Handbook and departmental requirements.
- Serve as the main point of contact ensuring CSRs adhere to work time and attendance and scheduling/overtime regulations and procedures.
- Responsible for managing attrition & backfill.
- Carry out performance management of all the CSRs in the team.
- Collaborate with their own, and the broader CSR teams, to discuss their business on a regular basis, including organizing and conducting regular meetings to ensure efficient operations of their team.
- Consistently communicate strategic initiatives of the department to front line CSRs, including reasoning and justification for such initiatives
- Play a key relationship building role both as an internal liaison between CSR’s and other departments and as a key contact for external customers and vendors in case of any escalation.
- Facilitate any necessary information with their Operations Managers and Account managers
- Communicate any process or performance concerns to Managers on a timely basis.
- Effectively communicate and collaborate internally with the Service Delivery team, and act on feedback accordingly.

Expertise
- Use expertise in the scope of work for clients within their area to ensure their team’s understanding of the scope of work.
- Manage contracts \ SOWs with end client. Ensure renewals are on time.
- Liaison for effort invoices, proformas & POs.
- Train others on the company’s systems and processes.
- Provide Management Information data as required

**Qualifications**:
Professional Skills
An individual fully established in this role frequently demonstrates the following skills:

- Customer Service - PROFICIENT
- Verbal Communication - PROFICIENT
- Written Communication - PROFICIENT
- Teamwork - PROFICIENT
- Relationships - PROFICIENT
- Organizational Awareness - PROFICIENT
- Learning Agility - PROFICIENT
- Analysis - PROFICIENT
- Problem Solving - PROFICIENT
- Process Orientation - PROFICIENT
- Prioritization - PROFICIENT

Role Specific Skills
- Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required
- Previous experience ( > 5 years) in customer service call center environment required
- Previous team leader experience preferable.
- Fosters a positive team environment
- Acts as a role model for professional behavior and performance always
- Ensures confidentiality of internal and external data
- Performs ad-hoc projects and other duties as assigned

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