Team Lead Customer Care - Río Blanco, PR, United States - Horizon Group

Horizon Group
Horizon Group
Verified Company
Río Blanco, PR, United States

2 days ago

James Miller

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James Miller

beBee Recruiter
Freelance
Description
Responsibilities


As Team Lead Customer Care (all genders) at Río Blanco, PR, you will be responsible for both our Quality Management and Training in the Customer Care department.

You will lead a team of three Quality Managers and three Coaches, setting the standards for the entire Customer Care department in terms of quality.


  • Establishing the quality framework for customer care in line with business goals and objectives
  • Leading projects to further develop quality standards and calibration at all locations
  • Initiating measures for crossfunctional collaboration to identify and improve process, knowledge, and competency gaps
  • Creating and analyzing reports for the Head of Customer Care and management
Requirements

  • Several years of experience in customer service and quality management, as well as relevant leadership experience
  • Expertise in quality management and project management
  • Strong conceptual approach and comprehensive knowledge in the areas of training and coaching
  • Confident, assertive, and empathetic, with the ability to motivate your team
  • Excellent analytical skills and proficiency in MS Office
What we offer

  • Your opportunity: From day one, you will have your own responsibilities and challenging tasks
  • Your working conditions: A stateoftheart, representative office at Potsdamer Platz and short decisionmaking processes through direct collaboration with management
  • Your development: In addition to intensive training in our internal workflows and processes, you will have the opportunity to shape your learning curve and development independently
  • Our promise: Transparency, reliability, and team spirit are not
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