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:
1. 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;
2. Coach, mentor, and supervise a team of Backoffice Agents establishing a culture of high performance;
3. Provide teams with resources, tools, and processes to do their job effectively;
4. Delegate tasks and remove obstacles to get the job done, holding everyone accountable;
5. Ensure that roles, responsibilities, and reporting lines are clear to each team member;
6. Train and sign off new staff within the allocated time frame;
7. Set clear expectations and goals for the team and link goals and KPIs to overall business strategy;
8. Monitor and review Backoffice performance with a focus on departmental KPIs (CSAT, TCSAT, etc.);
9. Undertake performance reviews for all direct reports providing regular feedback on areas for improvement and development to enhance their capabilities and performance;
10. Serve as the escalation point in case of emergency or a critical issue occurs regarding the Backoffice team;
11. Anticipate potential problems, identify the root cause, and make decisions to overcome them;
12. Develop flexible plans that can cope with changes and priorities, anticipating high workload;
13. Monitor market trends and competitors' activity and initiatives;
14. 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:
1. Relevant experience in leading a team in a call center/backoffice environment;
2. Knowledge of MS Office, MS Outlook, and Internet Explorer and other applications like GA;
3. Ability with remote management;
4. Availability to work in shifts (24/7), including weekends and holidays;
5. Fluency in Spanish and English.
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