Team Manager

CSR Management and coordination:

• Receive new CSRs in the Project and ensure good adaptation to the team as well as its follow-up
• Analyze the suitability of his/her employees to the position, by participating actively in the HR monitoring sessions
• Design training plans tailored to the needs of the CSRs, collaborating with Training and Quality team
• Ensure compliance with quality standards by performing the estimated monitoring according to the action plans and their reinforcements
• Establish regular meetings with their CSRs
• Ensure the fulfilment of the development targets marked with CSRs and the achievement of service targets established with the Client
• Any other function that is considered relevant and necessary in the business
• Performance Management and administrative tasks:
• Perform daily, weekly and monthly monitoring files required by internal and external customers
• Review the daily quadrants of their CSRs, as well as absences, vacations or breaks
• Assuring the correct ascending, descending report with its documentation, and archiving
• Any other function considered relevant and necessary in the business

Service & Customer Support:

• Offer the best solution to the customer when he needs your intervention
• Ensure the flow of ascendant and descendant information with the external and internal customer
• Participate actively in the process of change of the internal or external client, in order to improve the service
• Be proactive to design improvements in procedures, processes, products or any area that you know about.
• This position requires the use of confidential information according to its responsibility and duties and must be adapted to the good use manual of the information systems

Security Tasks & Responsibilities:

• Processing of personal data, client data and employer business specific data in accordance of Personal Data Protection, Employer Contract, NDA, IT and Data Protection and other guidelines provided by employer
• Protecting all personal client and employer business related information and maintaining the confidentiality of data which has become known to him/her in the performance of their duties even after performance of their duties relating to the processing, or after termination of their employment relationship
• Informing immediately the direct supervisor about possible threats and incidents impacting normal  workflow and data processing
• Assuring through following all policies and guidelines the appropriate use of the information and   information systems and its resources
• Participating in the training organized by the Employer, including training for protection and processing of data
• Encourage employees to improve
• Motivate and support performance
• Encourage open dialogue and cooperation (problem solving)
• Get results (leadership, decision making, assuming responsibility, tolerance to pressure)
• Design and communicate purposes and strategies
• Produce value for the client
• Enable creative environments
• Value innovative and creative talent
• Assume ethical criteria and values (reliable, integrity, equity and objectivity).