Job Opportunities in Costa Rica

Job 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’ clients to ensure high levels of customer satisfaction and productivity. The Team Lead will provide support, direction, monitoring, and coaching to the assigned agents in all areas of job performance, including consumer contact processing, problem resolution, and work planning. Also, The Team Lead will work with the Customer Service Supervisor to monitor overall team performance, including achieving target transactional volume and quality measures, following the contractual and operational standards of the account. The Team Lead will work with the Supervisor to establish and monitor workflow efficiencies, daily work volumes and work schedules to ensure that the company's customer service goals are met.

Responsibilities:

• Oversee daily operations for a team of 10+ professionals servicing international clients, ensuring smooth workflow and productivity.
• Develop strategies to achieve account metrics, monitor team performance, and implement process improvements.
• Provide clear instructions and training, while assessing team members' use of training and addressing any additional needs.
• Manage administrative tasks including payroll, LOAs, and onboarding, and support with reallocating tasks to optimize team efficiency.
• Conduct regular team meetings, 1:1 check-ins, and performance evaluations; support morale and team cohesion.
• Interview candidates, enforce local policies, and assign mentors for new hires.
• Handle client escalations, perform quality evaluations, and create status reports.
• Support documentation and analysis of processes, provide training and coaching, and manage client-specific new processes as required
• Performs all tasks and duties carried out by the agent team as part of routine responsibilities, ensuring the lead is well-versed in all processes executed by their team
• Team Leads will conduct a minimum of 2 virtual visits per month

Skills and Experience:

• Education level: High school diploma / University in course.
• English – Spanish Language (Oral and writing 90 % or higher), (C1 or above).
• Previous experience leading teams/personnel
• Four years of work-related experience required. (Customer Service, Backoffice)
• Demonstrated ability to effectively influence, develop, and manage team dynamics and conflict resolution.
• Proven track record of successfully leading through organizational change and adapting to new situations.
• Proficient in using MS Office tools and managing multiple applications simultaneously.
• Strong analytical skills with the ability to assess complex information and develop effective solutions.
• Excellent written and verbal communication skills, with experience handling sensitive and confidential information.
• Exceptional customer service abilities and flexibility to work in a Hybrid (Work from Home/Site) model.
• Proven experience in performance management, including developing and implementing performance improvement strategies.