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 reviews (SLR’s), following contractual requirements.
- Ensure compliance with operational policies and procedures and identify and address performance issues or other activities that will impact customer satisfaction, service level compliance, etc.
- Work with Human Resources to plan and coordinate employee recruitment activities.
- Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity and extraordinary customer service.
- Act as a role model to staff to promote a positive work environment.
- Monitor staff activities and performance and quickly address performance issues through staff training, supervision, automation and process improvement initiatives.
- Provide feedback to staff to improve work performance and customer satisfaction.
- 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.

- Manage, mentor and recommend appropriate training for assigned professionals.
- Support all staff activities, as required, including providing “hands-on” activities to ensure client service level compliance.

Skills and Experience: Requirements :





- English - Spanish Language (Oral and writing C1 or above).
- The resource will adjust its schedule based on the account needs.
- 3 years of experience as an FAO Leader.
- Bachelor's degree in Finance, Business Administration, or related field (Economy, Industrial Engineering, Accounting).
- Strong experience in Finance and accounting.
- Experience in a 24x7x365 operation.
- A genuine interest in working with and helping customers.
- Proficient in the use of Microsoft Office.
- Demonstrated technical skills in Lean tools & concepts with an emphasis on implementation.
- Must possess excellent communication skills and Integrity, Intensity, Innovation, and Involvement.
- Strong project management and organizational skills.
- Previous experience in problem-solving methodology.
- Strong leadership and decision-making ability.
- Solid customer focus and a proven record for coaching and developing staff members.
- A good understanding of the local culture and staff hiring/retention criteria.
- Strong organizational abilities.
- Demonstrated experience in providing high levels of customer satisfaction and performance.
- Proven leadership, coaching, and motivational skills.
- Experience in handling escalated concerns that fall outside the responsibilities of floor Leads.
- A good understanding of numbers and planning.
- The ability to be adaptable, decisive and quick-thinking.
- The ability to handle complaints and difficult situations in a patient, calm and effective way.
- Focus on working with KPI's and service levels, and in achieving high operational performance with a continuous improvement mindset.

LI-AC1

About Auxis: Auxis prioritizes employee growth and development to help you advance you

📌 Fao Supervisor (Bogotá)
🏢 Auxis
📍 Bogotá