Let's start with the role

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.

• 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.

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