Team Leader

Lean Solutions Group; Perímetro Urbano Barranquilla; On-site; COP 20,088,000 - 33,480,000; Full time

Job summary

A leading solutions provider in Barranquilla is seeking a Senior Agent to lead and motivate a team while ensuring compliance with performance standards. You will oversee daily operations, conduct training, and manage reporting. The ideal candidate should be skilled in team management and possess a thorough understanding of business objectives. This position is vital for achieving the company's growth goals and improving team performance.

Responsibilities

• Motivate team members to achieve performance standards.
• Conduct one-on-one meetings to provide feedback.
• Manage daily operations and reporting requirements.
• Oversee day-to-day operations and motivate team members.
• Submit daily required reports on time.
• Schedule monthly shadow sessions to review improvements.
• Assist agents with requests, doubts, or issues in operations.
• Conduct monthly 1:1 meetings with the Quality Department to discuss metrics and expectations.
• Prepare representatives to respond to client expectations and complaints and troubleshoot issues in operations.
• Take escalated calls as they occur and reach resolutions according to guidelines.
• Perform tasks across departments including Support, Customer Service, Claims.
• Participate in monthly talent management meetings to discuss team performance.
• Report any disabilities, licenses, or leaves to supervisors for follow-up.
• Perform other tasks as directed by the supervisor.

Job description

Senior Agent serve as leads by setting an excellent example combined with engaging and bonding their team to achieve our daily, weekly, and monthly goals that contribute to the organization's growth.

Responsibilities are as follows and are not limited to:

• Ensuring representatives understand and comply with all business objectives, performance standards, and policies
• Work with other Senior Agents, supervisors, and managers to gauge lack of knowledge in existing team members so they can be retrained.
• Maintain a high level of knowledge in systems and processes to help update SOP’s when necessary.
• Oversee day-to-day operation
• Motivate team members
• Ensure that any reporting required is submitted each day at the appropriate times
• Maintaining updated knowledge of the account
• Schedule monthly shadow sessions for team members to get a better view of what improvements are needed
• Assist agents with any request, doubt, or inconvenience that arises in the operation
• Conduct alongside the Quality Department monthly 1:1 meeting with the agents to give and receive feedback and talk about metrics and expectations
• Preparing representatives to respond to client expectations and complaints and troubleshoot issues in the operation
• Take escalated calls as they occur and act within company guidelines to reach a successful resolution
• Perform various tasks as delegated throughout all departments including tasks specific but not limited to, Support, Customer Service, Claims
• Participate in monthly talent management meetings to discuss the performance of the team, help to identify the challenges and wins of each department
• Report anything regarding disabilities, licenses, or paid/unpaid leave to the supervisors for proper follow-up
• To perform any other task, duties, or services requested by his/her immediate supervisor