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Team Lead ES, CARE Operations

VistaprintTunis

منذ أكثر من 30 يومًا

الوصف الوظيفي

The CARE Operations Supervisor provides guidance and leadership to the CARE team in a multi-channel contact center. The supervisor is responsible for motivating, assisting and directing a team of frontline agents to meet monthly goals in accordance with defined targets. The supervisor coaches Care Associates to higher performance, meeting and exceeding established targets in support of the CARE vision.

Key Outputs

Leads and motivates team to achieve defined KPI targets
Resolves customer escalations and coaches the team to de-escalate customer issues
Advocates for customers and participates in activities that improve business processes and improve operational effectiveness
Develops team for improvement of competencies / behaviors of the role

Key Responsibilities / Duties

Leadership / Team Management :

Motivates and coaches CARE Associates to achieve and maintain KPI targets and behaviors through continuous monitoring, assessment and feedback

Create & maintains complete documentation of performance improvement conversations and actions

Consistently and effectively reports on individuals’ challenges & successes by looking at and reporting trends and suggesting appropriate actions to support findings and goals (KPIs, Attendance Management, Schedule Adherence )

Mentors employees along a mutually identified career path

Delegates effectively to his / her team

Create and effectively communicate corrective plans / PIP to ensure that individuals meet objectives

Set / clarify requirements and expectations for Associates. Ensure disciplinary actions for front-line employees occur in transparent, accurate and timely manner

Prepares, maintains and updates personnel records, reports and documentation as identified and requested

Communicates and maintains Vistaprint’s vision, direction and culture to the team

Operations Excellence / Process improvement :

Ensure high compliance to operational processes

Participates in cross-functional communications and meetings to support achievement of the center’s goals

Represents the Voice of the Customer by appropriately escalating feedback to the relevant functions or other internal customers for resolution

Works with the management team to develop processes to respond to needs concerning customer satisfaction

Finds creative solutions to effectively address internal and external customer queries and concerns within relevant SLA

Leads and facilitates change with a positive attitude

General / Other :

Supports and assists with hiring, training and maximizing staff productivity and impact

Works closely with the Quality team to ensure that quality standards are met

Performs contact center activities as needed as well as additional responsibilities as requested

Key Competencies / Traits :

Effective at coaching, mentoring and motivating team members

Proficiency in Spanish and English language

Proficient in managing multiple competing tasks and changing priorities

Ability to use judgement to solve problems

Well developed time management and administrative skills

Displays a willingness to learn through openness to feedback and development

Excellent team player

Excellent verbal and written communication skills

Why You'll Love Working Here :

There is a lot to love about working at Vista. We are an award winning Remote-First company. We’re an inclusive community. We’re growing (which means you can too). And to help orient us all in the same direction, we have our Vista Behaviors which exemplify the behavioral attributes that make us a culturally strong and high-performing team.

About Us :

Vista is the design and marketing partner to millions of small businesses around the world. For over 20 years we’ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. VistaCreate, 99designs by Vista and VistaPrint, all under the parent brand Vista, represent a full-service design, digital and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.

Commitment to Diversity, Equity, & Inclusion :

Vista exists to help our customers live their dreams. Each dream is unique – and the Vista team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.