Job Summary:
Responsibilities:
- Support Team Leads and Senior Agents on the escalations of questions and issues related to the processes on scope.
- Establish and administer team schedules to ensure the required coverage and service level compliance.
- Work with Team Leads to prepare service level reports, and provide daily status updates to client and Auxis management.
- Monitor team performance and ensure that the performance of all related activities is under established procedures and contractual requirements.
- Review in scope business operations and activities, and provide recommendations for improvements, to ensure high levels of customer satisfaction and service level performance.
- Work with the FAO Service Delivery Manager on the interviewing, hiring and selection of new employees for the team/Account.
- Participate, and where appropriate, lead new staff member training.
- Work with Team Leads to maintain internal standard operating procedures documentation, as required.
- Actively manage teams by establishing clear performance goals, observing job performance,
and coaching/mentoring team members to achieve high levels of performance.
- Drive strong accountability and sense of urgency to achieve desired performance levels.
- Act as a role model & lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity and extraordinary customer service.
- Establish effective staff retention and team-building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus and incentive programs.
- Establish, maintain and continuously improve operational processes, policies and procedures.
- Provide timely preparation and review of operational reports to clients and Auxis management, as required.
- Regularly communicate and interact with customer management to review team performance, including leading and participating in service level revie
📌 Fao Supervisor (Bogotá)
🏢 Auxis
📍 Bogotá