- Manage the overall performance of a team of customer service representatives
- Day-to-day team management in accordance with requirements and SLAs
- Prompt identification and resolution of issues including implementation of preventative measures.
- Provide high quality agent coaching to ensure proper understanding of products and services, compliance in client's policies, and delivery of the best customer service
- Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints
- Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement
- Drive team to deliver continuous improvement and productivity/quality gains
- Flag and escalate business risks timely Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the clientClient interfacingimprove operational systems, processes and best practices that guarantee organizational well-being and efficienciesLeverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals.Perform quality controls and monitor production KPI's, prepare reports and analyze data for your teamAbility to develop and implement strategic processes to increase consistency and promote overall growth of the projectFlexible with timings to support operations
- College education preferred
- Experience in leading teams in customer support via voice and chat support or a call center environment
- Advanced customer focus and customer service skills
- Exceptional training and coaching skills to motivate employees
- Great verbal and written communication skills
- Have full understanding of creating and implementing scheduling and task distribution
- Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguity
- Strategic thinker with strong analytical and problem-solving skills
- 3+ years of experience in team management, managing 20+ FTE
- 3+ years of people management experience, including managing leaders, and a strong desire to develop team members
- Passion to create an exceptional experience and provide outstanding customer support
- Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
- Adaptable and energized by a fast-paced environment
- Good in situational leadership, on the feet thinking.
- Analytically sound, ability to look through data and make learned decisions
- Bachelor's degree, or equivalent. Adequate knowledge of organizational effectiveness and operations managementFamiliarity with business and financial principles and practices
- Ability to effectively communicate with all levels of the organization Proven track record of collaborating with cross-functional groups to produce resultsISO, Six Sigma, PMO Certification is an added advantageStrong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
-
Billing Team Lead
hace 2 días
Experian Heredia, Costa RicaFull-time · Employee Status: Regular · Role Type: Hybrid · Department: Finance · Schedule: Full Time · Shift: Day Shift · **Company Description**: · **Experian is a global leader in providing information, analytical and marketing services to organizations and consumers to help ma ...
-
Collections Team Lead LATAM
hace 1 día
Brenntag Heredia, Costa RicaOur team in Heredia currently has an opening for a Collections Team Lead LATAM · << > > · YOUR ROLE & RESPONSIBILITIES · Controlary confirmar que el proceso de cobranza se realiza según las políticas yprocedimientos de la empresa. · Garantizarque las actividades de cobranza ...
-
Insurance Verification Team Lead
hace 4 días
Auxis Heredia, Costa RicaJob Summary: · The Insurance Verification Team Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and produc ...
-
Customer Service Team Lead
hace 8 horas
Auxis Heredia, Costa RicaJob Summary: · The Customer Service Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The ...
-
Leaves & Accommodations Team Lead
hace 3 días
Auxis Heredia, Costa RicaJob Summary: · The purpose of the Team Lead - U.S.A. Leaves and Accommodations is to supervise daily tasks related to analysis, execution, and support of leaves and accommodations. Maintain the utmost confidentiality in dealing with employee records and business information. Prov ...
-
Customer Service Team Lead
hace 1 día
Auxis Heredia, Costa RicaJob Summary: · The Customer Service Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The ...
-
Production Supervisor, Team Lead
hace 3 días
Boston Scientific Corporation Heredia, Costa Rica**Production Supervisor, Team Lead**: · - Remote Eligible: Onsite- Onsite Location(s): Heredia, H, CR**Additional Locations**: N/A · **Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance** · At Boston Scientific, we'll give you the opportuni ...
-
Kyc Checker Team Lead
hace 8 horas
Citi Heredia, Costa RicaThe KYC Operations Manager is an intermediate management-level position responsible for providing full leadership and direction to a team of employees to provide Anti-Money Laundering (AML) monitoring, governance, oversight and regulatory reporting services in coordination with t ...
-
Team Lead, Account Management
hace 1 día
LSEG (London Stock Exchange Group) Heredia, Costa RicaThe Inside Sales Team Leader is responsible for maintaining strong relationships with customers and Account Managers to drive account revenue retention and growth. By collaborating with internal partners, the Inside Sales Team Leader delivers exceptional service and a valuable so ...
-
Client Services Team Lead
hace 3 días
Experian Heredia, Costa RicaCompany Description · Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to wor ...
-
Operational Excellence Team Lead
hace 8 horas
Auxis Heredia, Costa RicaJob Summary: · The Team Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Team Lead w ...
-
Digital Customer Support Team Lead
hace 1 día
Experian Heredia, Costa RicaCompany Description · **Experian **is the world's leading global information services company. During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to ...
-
Uk Revenue Recognition Team Lead
hace 2 días
Experian Heredia, Costa RicaCompany Description · Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to w ...
-
Meet Team Lead
hace 4 días
Pfizer San José, Costa RicaROLE SUMMARY · The Meetings, External Engagements, & Travel (MEET) Team Lead position is responsible for processing and ensuring the compliance of US MEET transactions. · This Team Lead will demonstrate accountability and integrity in the face of challenge and respond to change w ...
-
Uk&i Revenue Recognition Team Lead
hace 3 días
Experian Heredia, Costa RicaCompany Description · **Experian is a global leader in providing information, analytical and marketing services to organizations and consumers to help manage the risk and reward of commercial and financial decisions.** · Experian unlocks the power of data to create opportunities ...
-
Project Team Lead-CR
hace 6 horas
Access Information Management San José, Costa Rica De jornada completaPOR QUÉ TRABAJAR EN ACCESS? · Access es el mayor proveedor de servicios de administración de información y registros (RIM) de propiedad privada en los Estados Unidos. Operamos en 59 mercados y 33 estados en Estados Unidos, en Brasil, América Latina y el Caribe. Somos un proveed ...
-
My Rewards Team Lead Nala
hace 1 día
Mondelēz International San José, Costa Rica**Job Description**: · **Are You Ready to Make It Happen at Mondelēz International?** · **Join our Mission to Lead the Future of Snacking. Make It Matter.** · As part of Mondelēz International Business Services, you work with the services operations capability leads to ensure tha ...
-
Team Lead R2R
hace 6 horas
Brenntag Heredia, Costa RicaOur team in Heredia currently has an opening for a Team Lead R2R · << > > · YOUR ROLE & RESPONSIBILITIES · Review accuracy and timeliness of accounting data entry and reconciliation as well as undertake corrective measures if required. · Review data quality captured in Gener ...
-
FP&A Team Lead
hace 18 horas
Experian Heredia, Costa Rica De jornada completaJob Description · This position will play an important role in the creation of a regional FP&A team that supports Experian's North America business units. The primary objective will be creating additional capacity for the North America business units by effectively and efficient ...
-
Customer Service Team Lead
hace 6 horas
Cognizant Technology Solutions San Francisco, Costa Rica OTHERCognizant is always looking for top talent. We are searching for candidates to fill future needs within the business. This job posting represents potential future employment opportunities with Cognizant. Although the position is not currently available, we want to provide you wit ...
Customer Service Team Lead - San Francisco, Costa Rica - Cognizant
Descripción
Cognizant is always looking for top talent. We are searching for candidates to fill future needs within the business. This job posting represents potential future employment opportunities with Cognizant. Although the position is not currently available, we want to provide you with the opportunity to express your interest in future employment opportunities with Cognizant. If a job opportunity that you may be qualified for becomes available in the future, we will notify you. At that time you can determine whether you would like to apply for the specific open position. Thank you for your interest in Cognizant career opportunities.
We're hiring
At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant
We have an exciting opportunity for an exceptional individual to work supporting one of our clients as a Customer Service Team Lead
What you'll do:
Preferred experience:
Why Cognizant?
Improve your career in one of the largest and fastest growing IT services providers worldwide
Receive ongoing support and funding with training and development plans
Have a highly competitive benefits and salary package
Get the opportunity to work for leading global companies
We are committed to respecting human rights and build a better future by helping your minds and the environment
We invest in people and their wellbeing.
We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.
At Cognizant we believe than our culture make us stronger
Join us now
BeCognizant #IntuitionEngineered
Igualdad de Empleo y Política de Acción Afirmativa:
Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.
Employee Status : Full Time Employee
Shift : Day Job
Job Posting : Jan
Usuarios de profesión Customer Service Team Lead en San Francisco
-
Nadyarith Noguera
Bilingual · Estudiante de Turismo ·