Team Leader DMT

Experience: Demonstrable Knowledge Of Leadership And Team Management.• Minimum Two (2) Years Of Experience As Team Leader, Process Leader, Processcoordinator Preferable In Bpo Environment And/Or Operations.• Maximum Eight (8) Years Of Experience Team Leader.• Experience In Multinationals Or Bpo Is Requiredacademic Backgroudprofessional In Business Administration, Engineering, Finance Or Related Careers.Rstudent Or Graduate In Specialization, Master'S Degree. Advanced Excel, Advanced English C1Responsabilities Act As A Trusted Advisor Within The Company, To The Qtc Gssc Department Manager, By Combining Strong And Assertiveoperational Knowledge Bases Along With Analytical And Leadership Acumen, To Provide Timely And Relevant Insights Intodata And Analysis To Support Decision Making.• Coordinate Work Schedules, Shifts And Coverage During Holidays, Vacations, And Absences Competently And Work Onstrategies To Reduce Turnover Rate And Create Ongoing Employee Engagement With The Organization And Area, Buildingtrusting Relationships With Employees And Other Departments.• Prepare Process Documentation, Perform Testing Of Controls, Assist In The Implementation Of New Systems Andoperational Processes.• Prepare Various Internal Reports For Operations And Presentations To Senior Financial Management.• Grow Gss Within Operations And Customers By Delivering Superior Experience, Operational Excellence Always,Increasing Our Customer Loyalty And Driving Continuous Improvement Through Optimization Of Our Team Members'Capabilities And Their Ongoing Development Serve As An Escalation Point For All In-Country Issues Related To Operational Orinternal Processes Within The Area.• Conduct Performance Evaluations, Vacation Coordination, Work Schedules, In Charge Of Interviewing New Personnel Forthe Area And Coordination Of Activities And/Or Tasks Of The Collaborators Under His/Her Responsibility.2• Always Provide Clear And Assertive Communication With Internal And External Customers. Communication With Customersmust Be Accurate, Evidencing Knowledge In The Area, Corporate Values And Soft Skills. Complete And Meet Deadlines Asrequired By Management. Maintain And Build Sense Of Urgency For Your Daily Activities, Dto, Drt And Sla And Ensuretimely And Quality Responses And Resolutions To All Parties At All Times.• Lead And Supervise Staff To Achieve Area Objectives. Guide The Team To Achieve The Area Objectives Set For The Processand Ensure That They Comply With Company Controls And Guidelines Especially Related To Quality And Accuracy Of Service.• Training Of New Staff To Reinforce Technical Skills. Training And Motivating Staff To Make Good Decisions And Followinstructions. Positive Influence On Staff Members To Work With Enthusiasm To Face The Challenges Of The Area.• Develop Monitoring And Productivity Reports. Identifies Opportunities To Update Identifies Opportunities To Update Orimprove Procedures And Makes Recommendations To Qtc Director Or Appropriate Staff.• Communicate With Country Leaders To Work On Continuous Process Improvement.• Team Management:• Leadership And Motivation: Inspire, Motivate, And Guide Team Members To Achieve Performance Targets Whilemaintaining A Positive Work Culture. Performance Monitoring: Monitor Individual And Team Performance Regularly,Provide Feedback, And Set Goals For Improvement. Training And Development: Identify Skill Gaps, Conduct Trainingsessions, And Ensure Continuous Development Of Team Members. Conflict Resolution: Address And Resolve Anyinterpersonal Or Operational Conflicts Within The Team To Maintain Harmony.• Client Interaction:• Client Communication: Serve As The Main Point Of Contact Between The Client And The Team, Ensuring Smoothcommunication And Addressing Client Concerns Promptly. Reporting: Regularly Report Team Performance Andoperational Issues To The Client Or Senior Management. Quality Control: Ensure That The Team Delivers High-Qualityservices That Meet Or Exceed Client Expectations.• Quality Assurance:• Audit And Review: Regularly Audit Team Outputs And Monitor For Adherence To Quality Standards And Processes.Continuous Improvement: Encourage A Culture Of Quality Improvement And Facilitate Knowledge Sharing Sessions.• Reporting And Documentation:• Data Analysis: Collect And Analyze Data Regarding Team Performance, Customer Satisfaction, And Operational Metrics.Reports Preparation: Prepare Daily, Weekly, Or Monthly Reports For Senior Management Or Clients, Highlightingperformance, Trends, And Issues.• Escalation Mangement:• Handling Escalations: Manage And Resolve Escalated Issues That Cannot Be Handled By Team Members, Ensuringcustomer Satisfaction And Operational Continuity. Root Cause Analysis: Investigate Recurring Issues To Find The Rootcauses And Work With The Team To Implement Solutions• Shift Management:• Shift Coordination: Oversee And Manage Shift Schedules, Ensuring That All Required Positions Are Staffed Adequately Atall Times. Workforce Planning: Handle Absences, Overtime, And Time-Off Requests While Ensuring The Team Remainsoperational• Employee Wellbeing And Retention:• Employee Engagement: Foster A Supportive And Inclusive Environment That Encourages High Employee Morale Andretention. Recognition And Reward: Recognize And Reward High-Performing Team Members To Maintain Motivation Andjob Satisfaction.• Project Management And Execution:• Project Implementation: Takes Part In Or Lead The Implementation Of New Projects, Process Changes, Or Technologyupdates Aimed At Improving Operational Efficiency. Change Management: Leads Or Support Change Managementinitiatives Within The Dmt, Ensuring Smooth Transitions When Implementing Process Or System Changes.Technical Skills Or Specialties Required:• Leadership Excellent Communication• Accompaniment And Influence• Excellent Communication And Interpersonal Skills.• Strong Analytical And Problem-Solving Skills Required.• Adaptability To Change.• Proficiency In Excel, Power Bi And/Or Platforms Such As Salesforce, Service Now (Oracle Is A Plus).• Ability To Juggle High Volumes Of Work In An Organized Manner, With Prioritization Skills With An Always Professionalapproach.• Multi-Tasking Skills Are Essential.• Advanced Office Skills In The Use Of Microsoft Office Are Required: Word, Excel, Access, Power Point, Outlook(Minimum Of 5 Years).• Advanced Excel• Strong And Demonstrable Experience In Business Process Management And Improvement.• English C1• The Ability To Organize, Attention To Detail And Follow Up On Commitments Is An Essential Requirement.• Ability To Follow Up On Commitments Made To Internal And External Customers In A Timely Manner.• Ability To Adapt To A Dynamic And Changing Work Environment, As Well As Ability To Work In Cross-Functional Teams.• Multifunctional Teams.• Available To Work 7 Days A Week On A Flexible/Rotating Schedule From 6:00 Am To 7:00 Pm Ct4Position Challenges• Must Establish A Close Working Relationship With Internal And External Customers By Cultivating Mutual Respect With All Levelsof The Organization And Co-Workers.• Available To Work 7 Days A Week On A Flexible/Rotating Schedule From 6:00 Am To 7:00 Pm Ctcompetencies: Behaviors That Enable Success In The Position:• Strong Leadership, Coordination, And Team Management Skills.• Excellent Interpersonal, Presentation, Verbal And Written Communication Skills Are Required.• Analytical / Problem Solving Skills Are Required.• Excellent Organizational, Consultative, Analytical, And Problem-Solving Skills.• Detail And Result Oriented.• Customer Service.• Strong Interpersonal Skills.• Timely Follow-Up On Cases Or Situations Presented On A Day-To-Day Basis With Internal And External Customers.• Motivated And Results Oriented.• Adaptability To Change.• Analytical And Problem-Solving Skills.• Ability To Adapt To A Dynamic And Changing Work Environment And Work In Cross-Functional Teams.• Organization, Attention To Detail And Follow-Through On Commitments Are A Critical Business Need.• Negotiation And Influencing Skills Are An Asset.• Experience In Building Appropriate Structures Within The Work Team To Effectively Solve Volume Of Activities With The Availableequipment.• Individual And Independent Work Skills, As Well As Teamwork Are Required.