Fluent English and German (desired).
The Backoffice Team Leader is an experienced Customer Service professional with experience in managing a team.
He reports to the Backoffice Manager/Backoffice Supervisor and is responsible for building, leading, and coaching a team of Backoffice Agents - ensuring that his team performs with high efficiency, providing excellent service and reaching Kaizen Strategic & Performance objectives.
As a Backoffice Team Leader, you will:
Assist with defining the needs of a recruitment process and actively participate in the hiring process providing input for the selection of the best talent to achieve business objectives;Coach, mentor, and supervise a team of Backoffice Agents establishing a culture of high performance;Provide teams with resources, tools, and processes to do their job effectively;Delegate tasks and remove obstacles to get the job done, holding everyone accountable;Ensure that roles, responsibilities, and reporting lines are clear to each team member;Train and sign off new staff within the allocated time frame;Set clear expectations and goals for the team and link goals and KPIs to overall business strategy;Monitor and review Backoffice performance with a focus on departmental KPIs (CSAT, TCSAT, etc.
);Undertake performance reviews for all direct reports providing regular feedback on areas for improvement and development to enhance their capabilities and performance;Serve as the escalation point in case of emergency or a critical issue regarding the Backoffice team;Anticipate potential problems, identify the root cause, and make decisions to overcome them;Develop flexible plans that can cope with changes and priorities, anticipating high workload;Monitor market trends and competitors' activity and initiatives;Work closely with other operational teams (CRM, Client Services, Trading, etc.)
to assist them with regulated procedures and ongoing operational duties. What you'll bring:
Relevant experience in leading a team in a call center/backoffice environment;Knowledge of MS Office, MS Outlook, Internet Explorer, and other applications like GA;Ability with remote management;Availability to work in shifts (24/7), including weekends and holidays;Fluency in Spanish and English.
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