The BOS Team Leader will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis' customer service clients to ensure high levels of customer satisfaction and productivity.
The Team Leader will be the primary point of contact for problem calls/accounts and will provide support, direction, monitoring, and coaching to assigned agents in all areas of job performance, including processing customer contacts, problem resolution, and work scheduling. Additionally, the Team Leader will work with the BOS Supervisor/Manager to monitor overall team performance, including the achievement of transaction volume goals and quality measures, while adhering to the account's contractual and operational standards.
The Team Leader will work with the Supervisor/Manager to establish and monitor workflow efficiency, daily work volumes, and work schedules to ensure the company's customer service goals are met. In this capacity, the Team Leader will also be directly involved in customer call/account support and related transactional activity.
Manage daily operations of a local team of 15+ professionals serving US-based clients.
Assess team talent, identifying top performers and those needing improvement.
Develop and implement Performance Improvement Plans (PIPs) and support actions for underperforming employees.
Conduct monthly performance reviews with individual team members.
Lead weekly team meetings to discuss key topics, concerns, and opportunities.
Hold weekly one-on-one check-ins with each team member.
Monitor team productivity and utilization based on client-specific KPIs and AUXIS management goals.
Foster team morale, promote camaraderie, and build a strong shared team identity.
Interview candidates for open positions and provide feedback on their suitability.
Support management with payroll administration, separations, leaves of absence, short-term disability (STD), and onboarding processes.
Assign mentors to new hires and track progress of both mentors and mentees.
Provide ongoing training and coaching to team members.
Enforce local office policies, including time-tracking requirements.
Communicate account process instructions clearly to the team.
Identify and report trends and insights to management.
Prepare reports to update supervisors on team performance progress.
Design and implement process improvements to optimize workflows.
Monitor workload distribution, reallocating tasks to maximize team efficiency.
Track training participation and evaluate if further coaching is needed.
Proactively gather and analyze information to develop strategies that meet account metrics.
Conduct monthly quality assessments per agent (5 calls/accounts each).
Assist with documentation of project processes, maintaining effective and accurate records.
Handle customer escalations professionally and efficiently.
Provide support for additional or atypical tasks as needed (e.g., covering vacations, leaves, emergencies).
Support new client processes once officially included in scope, coordinating with management as required.
Requirements:
Proficiency in English and Spanish (spoken and written) at 90% or higher (C1 level or above).
High School Diploma.
Minimum 3–4 years of experience in customer service or back-office environments.
At least 2 years of related work experience required.
Flexibility to adjust work schedule based on account needs.
Completion of leadership courses and workshops within the first 6 months in the position.
Proficiency in MS Office tools, with the ability to work with multiple applications simultaneously.
Intermediate level of Excel preferred.
Personal Competencies:
Strong leadership skills with the ability to influence others, develop team members, and manage conflicts effectively.
Proven ability to lead effectively through change.
Demonstrated skill in linking specific activities to desired results.
Excellent interpersonal skills for effective interaction with clients and employees at all organizational levels.
Essential capability to handle highly personal and confidential information with discretion.
Strong written and oral communication skills tailored to the audience’s needs.
Effective self-management of time to support business priorities.
Ability to perform well under pressure.
Commitment to adhering to organizational policies, procedures, and the Code of Conduct.
Active and strategic learning: Understands implications of new information for problem-solving and decision-making; selects appropriate training methods for learning or teaching.
Active listening: Pays full attention, understands points made, asks relevant questions, and respects appropriate timing.
Monitoring: Regularly evaluates own performance, products, or organizational changes to drive improvements or corrective actions.
Integrity: Maintains honesty and strong moral principles consistently.
Adaptability: Willingness and ability to adjust to changing circumstances and complexity in a fast-paced environment; learns from experience to improve skills.
Critical thinking: Uses analysis, judgment, and logic effectively to solve problems and make decisions.