Team Manager for the Heredia accounts (Hybrid modality)

Objective:Manage a team efficiently by fulfilling account contract requirements through a proper and efficient use of company and client's resources.Requirements:Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>) (must). Have at least a 6-month tenure as a team manager (must)Previous chat & email experience (desired). Flexibility to work the first 12 weeks from the Heredia site (must). Full Schedule flexibility: To work all schedules weekdays & weekends in Heredia (must). Ability to work and achieve results under pressure (must). Ability to adapt and assimilate a dynamic environment of constant change (must). To have proven experience in management roles and problem-solving methodologies (must) Maintain a professional attitude towards our customers and provide a high-quality service, that implies being neutral when facing difficult situations.Able to multitask, self-manage and be highly efficient in using systems and tracking data in various databases.Active Listening: be able to listen and understand customers’ requests, follow instructions given by their superiors.Active Reading: be able to correctly read, understand and interpret procedures, workflows, and steps in Support Center.Critical Thinking: be able to analyze, thinking outside the box about the different customers’ scenarios they may have.A student or bachelor’s degree in business administration or industrial engineering is highly desirable.Leadership skills.Excellent attendance record and initiative.Ability to organize data and transform it into information.Knowledge in how to interact with a Microsoft Window Operative SystemBasic Internet ToolsAble to use available report generators for timely data.Able to accumulate data from numerous sources and verify accuracy.Able to compile necessary data and verify accuracy.Able to prepare status reports.The ability to monitor and evaluate the service consistently with the established parameters, policies, and procedures.Ability to solve complex problems.Ability to observe patterns, irregularities, and exceptions.Ability to define problems, collect data, establish facts, and make valid conclusions.Ability to present special situations in a positive way, promoting performance improvement.Able to prepare an action plan and document a follow up procedure.People oriented skillsAbility to read, analyze and interpret general business periodicals, professional journals, and technical procedures.Ability to write reports, business correspondence and procedure manuals.Ability to effectively present information and respond to questions from managers, clients, end-users, and the public in general.Able to write e-mails concisely.Responsibilities: Perform any specific "special task" assigned by your supervisor.To attend the Account Inductions if needed.Ensure to login in the appropriate auxiliary.Take calls based on Account Requirements (Based on account alignment).Evaluate, revise and measure agents' metrics during SKEP to control the correct performance of the employee assuring the client's objectives are met.Analyze the data generated by metrics to establish an action plan to improve agents' performance to accomplish established objectives.Monitoring agents and documenting the behaviors detected during the call so the team manager provides appropriate feedback during SKEP sessions or when considered necessary.Check for equity mistakes in the TAG report to ensure correct payment of hours worked by the agents.To Support agents real-time to complete CS Objectives, accomplishing general objectives to assure meeting or exceeding client's requirements.To perform any other tasks, duties, or services requested by his/her immediate superior.To participate in a 30-minute meeting with Supervisors and PKIs to review metrics for the previous day and the current day.Review of the Key Performance Indicators reports of the team.To have one on one conversations to apply Coaching techniques, oriented to review the direct report's needs and development, set expectations, raise concerns, apply the self-discovery approach, and provide feedback.Participate in call listening sessions as defined in the legally binding documents when applicable.Create delivery and file: Disciplinary Actions, PIP (Performance Improvement Plan), Performance Appraisals, Schedule Changes.Ensure all agents have their tools working properly.Review TAG report (absences, vacations, LOA) and report to payroll any discrepancy.