Lead Team Coordinator

hace 17 horas


Alajuela, Alajuela, Costa Rica Smiledirectclub A tiempo completo

We are SmileDirectClub, a company that believes everyone deserves a smile they love. As a Lead Team Coordinator, you will play a key role in empowering transformation by helping our team members become more confident in how they look, feel, and think. This is a challenging task, but we're looking for energetic and passionate individuals who can help turn frowns into life-changing grins.

Job Responsibilities:
  • Distribute company updates and new information in real-time through regular take-5 updates.
  • Provide coaching and one-on-one sessions with team members on a monthly basis and team leads weekly.
  • Create daily, weekly, and monthly status reports of the team's metrics and performance (productivity, attendance, systems issues, etc.).
  • Evaluate each team member's performance on a weekly basis and provide timely feedback.
  • Review team attendance and approve all timecards before the payroll deadline.
  • Champion our core values so that they become a part of your team's vocabulary and processes.
  • Address customer and team member needs in a timely manner.
  • Resolve and handle escalated customer situations when needed.
  • Hire, coach, and provide training to the team to maintain high customer care standards.
  • Be available to assist your team when needed.
  • Track occurrences daily and present verbal and written warnings in a timely manner.
  • Attend all Team Captain meetings and Weekly Call Review.
  • Complete daily metrics and present the team's metrics in Metrics Meetings.
  • Complete 90-day team member evaluations.
  • Evaluate team members' talents and abilities to maximize productivity.
  • Special projects and other duties as needed.
Qualifications:
  • A minimum of 1-2 years of customer service or relevant experience.
  • At least 1 year of experience in leadership positions.
  • English proficiency level C1 (written and speaking).
  • Analytical skills.
  • Team management skills.
  • Attention to detail.
  • A team player.
  • Conflict resolution skills.
  • Ability to work under pressure.
  • Adaptable to changes.
  • Manages ambiguity.
  • Strong reporting and presenting skills.
  • A track record of managing KPIs and improving team performance.

The estimated salary for this position is between $60,000 and $80,000 per year, depending on location and experience.



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