Customer Service - Saltillo, México - Workplace Options

Workplace Options

Empresa verificada

Saltillo, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Workplace Options:

Drawing from an international network of credentialed providers and professionals, Workplace Options is the world's largest integrated employee support and work-life services provider.

Service centers in the U.S., Canada, U.K., Ireland, Portugal, France, Belgium, UAE, Singapore, Japan, China, India and Indonesia support more than 65 million employees across 100,000 organizations and more than 200 countries and territories.

We provide world-class employee support and work-life services, referrals and consultation on a variety of issues ranging from dependent care, legal and financial issues, stress management, EAP counseling, and wellness.

Description:

The

Team Lead will report to the Global Research Manager. The Team Lead is responsible for the day to day production and quality for of their respective team. Team Leads must be organized, disciplined, and able to multi-task. In every situation the team lead's primary responsibility is to act as a role model for the consultants. They should personify positive customer service and maintain efficient work habits. The team lead should be fair, easily approachable, but at the same time diligent in their efforts to maximize their team's productivity. At all times, the team lead will foster a team environment, maintaining a neat, organized environment and positive atmosphere. Team Leads are required to work several evening shifts monthly on an as-needed basis

Responsibilities:

Review and assign cases/callbacks for their team
Prioritize VIP Cases and assign appropriately
Maintain and update all training documents, templates, and job aids for team
Ensure that team meets daily and monthly production goals
Facilitate team meetings weekly to provide updates and enrich team
Schedule a minimum of two inhouse training sessions for team each year
Respond to all questions related to complaints for your content team and team members
Conduct interviewing, hiring, and training of all new staff members on team and assist other Team Leads in this responsibility
Monthly OneonOne meetings with each staff member of the team
Administer performance reviews to all team members, and issue performance improvement plans to team members when appropriate
Responsible for daily production reports, including endofday updates
Conduct monthly case, RMS and intake quality audits

Requirements:

Skills:

Professional and polished demeanour
Exceptional organizational, relationship building and interpersonal communication skills
Able to manage time effectively in order to handle multiple tasks
Strong ability to work with a team or group of people efficiently
Able to handle fastpaced and everchanging environment
Desire to want to see the department improve and be willing to initiate change

Required Education/Qualifications: