Fluent English and German (desired) The Backoffice Team Leader is an experienced Customer Service professional with experience
in managing a team. He reports to the Backoffice Manager/Backoffice Supervisor and is
responsible for building, leading and coaching a team of Backoffice Agents - ensuring that his
team performs with high efficiency providing excellent service and reaching Kaizen Strategic &
Performance objectives.As a Backoffice Team Leader, you will:
● Assists with defining the needs of a recruitment process and actively participates in the
hiring process providing input for the selection of the best talent to achieve business
objectives;
● Coach, mentor and supervise a team of Backoffice Agents establishing a culture of high
performance;
● Provides teams with resources, tools, and processes to do their job effectively;
● Delegates tasks and removes obstacles to get the job done, holding everyone
accountable; Makes sure that roles, responsibilities, and reporting lines are clear to each
team member;
● Trains and signs of new staff within the allocated time frame;
● Sets clear expectations and goals for the team and links goals and KPIs to overall
business strategy;
● Monitors and reviews Backoffice performance with a focus on departmental KPIS
(CSAT, TCSAT, etc.);
● Undertakes performance reviews for all direct reports providing regular feedback on
areas for improvement and development to enhance their capabilities and performance;
● Serve as the escalation point in case of emergency or a critical issue occurs regarding
Backoffice team;
● Anticipates potential problems, identifies the root cause and makes decisions to
overcome them;
● Develops flexible plans that can cope with changes and priorities, anticipating high
workload;
● Monitors market trends and competitors' activity and initiatives;
● Work closely with other operational teams (CRM, Client Services, Trading,etc.) to assist
them with regulated procedures and ongoing operational duties.
What you'll bring
● Relevant experience in leading a team in a call center/backoffice environment;
● Knowledge of MS Office, MS Outlook and Internet Explorer and other applications like
GA;
● Ability with remote management;
● Availability to work in shifts (24/7), including weekends and holidays;
● Fluency in Spanish and English.