Customer Service Lead

hace 10 horas


San Francisco, Heredia, Costa Rica Auxis A tiempo completo

Company Overview

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Auxis is a leading provider of customer service solutions, dedicated to delivering exceptional experiences for our clients. We are seeking an experienced Customer Service Lead - Team Manager to join our team and lead our local operation in the US.

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About the Role

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The Customer Service Lead - Team Manager will play a critical role in managing the daily operation of a local team of 10+ professionals servicing U.S. based clients. This position requires strong leadership skills, including the ability to influence others, develop team members, and manage conflict.

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Main Responsibilities

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  • Manage team productivity and utilization-focused on Client-Specific KPIs and Goals set by Auxis Management;">
  • Design and implement process improvements;">
  • Support the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires;">
  • Monitor overall team workload and reallocate/delegate tasks as necessary to ensure optimal team efficiency;">
  • Build 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 report;">
  • Responsible for performing Quality evaluations per agent (5 calls per month);">
  • Responsible for performing Ecommerce evaluations;">
  • Assess team talent, identifying stronger and weaker performers; Create PIPs and defines supportive actions on low performers;">
  • Team Leads will take a minimum of 1 hour of calls per week (Sunday to Saturday);">
  • Will take Customer's escalations;">
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Requirements

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To be successful in this role, you will need:

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  • 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;">
  • 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;">
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Benefits

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Auxis offers a competitive salary package, comprehensive benefits, and opportunities for professional growth and development. If you are a motivated and experienced leader looking for a new challenge, please apply now



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