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

📌 Team Leader (Barranquilla)
🏢 Lean Solutions Group
📍 Barranquilla