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JOB PURPOSE/MISSION/SUMMARY:


The Team Lead is responsible for activities necessary to deliver key XBS/NAO business metrics and indirectly supervising the agents. The Team Lead is expected to be a subject matter expert and guide for other associates to help them with their daily processes and to identify and improve areas of opportunity in the business while holding a portfolio of work to continue to build knowledge.




KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:


Adhere to company policies and procedures and set an example for other associate members of the Guatemala XBS teams.


Be a Subject Matter Expert for their process.


Complete processing of work/activities as per management assignment.


Communicate with internal and external peers, partners, and customers. Expected to respond timely and professionally to initial and escalated inquiries of team members & internal and external customers and should offer alternative solutions where appropriate.


Assist with escalations and follow up.


Focal for resolution of complex issues on the team; assist team with resolution and/or help find the right contact and answer.


Drive process consistency through best practice sharing and implementation across associates on team. Identify and communicate areas of opportunity.


Administrative tasks such as reporting, assignation of duties, distribution of balanced workload, and audit work completion.


Assist management with performance and question resolution.


Assist with production coverage and contingency planning.


Monitor and assign Mailbox or elevations, analyze its complexity and define an attainable turnaround time, and assign the request to the right person within the team.


Help document new processes and new situational events and projects as needed.


Support lead duties & act as backup for FLMs in addition to primary team responsibilities as needed.


Assist management with reporting and streamlining reporting and communications as needed.


Help management with ensuring audit compliance in XBS.






COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:


Highly motivated self-starter with strong leadership and interpersonal skills.


Have demonstrated proactivity, efficiency and being able to work on different requests with a high sense of urgency and attention to detail.


Effective organizational, prioritization and time management skills to multi–task and meet aggressive timelines on project deliverables.


Strong Problem-Solving Skills.


Strong written and verbal communication skills with all levels of the organization.


Self-motivated and able to work independently as well as in a team environment desirable.


Results oriented and strong attention to detail and commitment to process improvement and quality.


Able to work overtime as needed




Behavior?


Proactive and Empowered


Thinks ahead and anticipates actions


Self-motivated to enhance and simplify programs, processes, and experiences


Take actions based on observed needs without waiting for direction


Creative


Moves with speed and urgency to actively address the needs of the business


Innovates to do things differently, more simply and effectively


Pivots quickly to address unanticipated obstacles


Accountable


Accepts responsibility for decisions and actions


Acknowledges and learns from experience


Collaborative


Inclusive of others to reach the best solution


Shares information and success with others


Expands understanding by seeking other's perspectives


Customer-focused


Moves decisively to solve customer and business challenges


Acts with passion and conviction in interactions with customers, partners, and colleagues






EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:


University Degree or equivalent work experience


3 years of experience in customer service roles.


Desired: Previous management experience or equivalent (Studies, Courses, Preparation).


Must have a good understanding of XBS/NAO processes and systems.


Proficient in Microsoft Suite.