Bilingual Customer Service Team Lead

4 weeks ago


Catonsville, United States TEKsystems Full time

We are currently seeking a Bilingual Customer Service Team Lead. This person will work a hybrid schedule. This role requires previous team lead experience along with bilingual proficiency in English and Spanish. The Team Lead is responsible for assisting with the continued growth of the team. The Team Lead should help motivate and support the service desk agents, ensuring that calls are dealt with promptly to the satisfaction of end-users, management, and / or the business. Work with the Supervisor / Manager to plan and manage the operational activities of the team, ensuring that the level of technical knowledge and customer service is aligned with the business requirements. Requirements: - Previous leadership experience - Bilingual proficiency in English and Spanish Shift schedule: - Thursday to Sunday 12:00 pm to 10:00 pm Must be Bi-Lingual (English and Spanish) Provide daily direction to team in support of customer or management goals Provide continued evaluation of current process or procedures. Work with management / customer in suggesting methods to improve operations, efficiency and service. Create and maintain high quality work environment so team members are motivated to perform at their highest level. Address disciplinary and / or performance issues according to company policy. Prepare warnings and communicate effectively with employees warnings and make effective/appropriate decisions relative to corrective action as required. Able to assist with preparation of any daily reports provided to customer or management. Work with supervisor/manager to create and conduct monthly reviews / 1:1s. Work with team to ensure that work is equally distributed and SLAs are met on a daily basis Handle escalations from analyst or customer management. Identify training needs for the team or specific analysts and coach as needed. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.



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