Customer Service Lead

hace 16 horas


San Francisco, Heredia, Costa Rica Auxis A tiempo completo

Job Summary

The Customer Service Lead plays a pivotal role in managing the daily operations of a local team of 10+ professionals servicing U.S.-based clients.

Main Responsibilities:

  • Manage team productivity and utilization, focusing on Client-Specific KPIs and Goals set by AUXIS Management.
  • Design and implement process improvements to optimize team efficiency.
  • Support the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and onboarding of new hires.
  • Monitor overall team workload and reallocate/delegate tasks as necessary to ensure optimal team performance.
  • Built morale, establish an atmosphere of team camaraderie, and promote a common team identity.
  • 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.
  • Communicate and enforce local office policies, including time tracking requirements.
  • Assign mentors to new hires and monitor the progress of both mentors and mentees.
  • Create and distribute Daily Status reports.
  • Responsible for performing Quality evaluations per agent (5 calls per month).
  • Responsible for performing Ecommerce evaluations.

Requirements:

  • English - Spanish Language (Oral and writing 90% or higher) (C1 or above).
  • The resource will adjust its schedule based on the account needs.
  • High School Diploma (University in progress).
  • Previous experience leading teams/personnel.
  • Two years of work-related experience required.
  • Leadership courses and workshops will be considered an asset.
  • Possess strong leadership skills, including the ability to influence others, develop team members, and manage conflict.
  • Proven ability to effectively lead through change.
  • Effective oral and written communication skills.
  • 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 use appropriate analysis, judgment, and logic when solving problems and making decisions.

About Auxis:

Auxis is a dynamic company that values professionalism and dedication. We offer a unique opportunity for individuals to grow and develop their skills in a fast-paced environment.



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