Team Lead Spanish Speaker, CARE Operations
il y a 6 jours
Role Purpose
The purpose of the role is to bridge the gap between strategic business objectives and day-to-day operations by helping team members understand how their work connects to the business strategy. The CARE Operations Team Leader will use methodologies such as mentoring, coaching, or management to implement the Quality Framework standards, thereby supporting Vista's vision to become the design expert and marketing partner for small businesses.
Success in this role is achieved through highly engaged employees and building a loyal customer base.
Role and Responsibilities
The Team Leader develops individuals and the team to enable the effective execution of our required service, with the aim of consistently delivering the best customer experience and exceeding their expectations.
The following list of responsibilities is not definitive and is subject to change according to business needs. The Team Leader may be required to perform different tasks within their capabilities.
-Ensure that all team members generate added value for our clients and follow our ambitious customer service philosophy.
-Conduct disciplinary discussions when necessary.
-Initiate conversations with the team about how Vista's strategy connects to their work.
-Execute quality processes (such as call listening, parallel monitoring, call calibrations, etc.) to evaluate performance and development progress, and be prepared to manage customer interactions when necessary.
-Identify opportunities and implement measures to improve team performance.
-Actively reflect and solicit feedback on one's own performance and document progress against one's personal development plan.
-Utilize existing training resources and development opportunities to expand knowledge, acquire skills, and develop alternative behaviors.
Qualifications and Education Requirements
-Strong experience in a customer-facing environment.
-Demonstrated experience managing and developing people in a fast-paced, remote environment.
-Ability to learn technologies and operate multiple systems.
-Good understanding of change management principles and agile organizations.
-Fluent in Spanish and English.
Preferred Skills and Competencies
-Strong determination to deliver excellent service and foster customer loyalty.
-Empathy and outstanding communication skills at both individual and group levels.
-Leadership style based on collaboration and empowerment.
-Ability to identify and develop individual strengths within the team.
-Willingness and ability to constantly learn from feedback and develop personal skills.
-Structured, thorough, and sustainable work style.
-Ability to collect and interpret available data to support decisions.
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