Team Lead

Role Details

Location:San Pedro Sula or Tegucigalpa
Work Arrangement: Remote
Contract Duration:Full-time
Expected Start Date:ASAP

About Us

Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleep.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact. Join us at Crescendo and lets build the future of customer experience together.

Welcome to Crescendo. Welcome to whats next.

The Role

Our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the teams contribution to the partners operations. As a Team Lead you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information updates and feedback to your team.

You demonstrate key characteristics such as responsibility reliability product knowledge leadership (leads by example) organizational skills time management positive attitude openness to feedback coaching and mentorship skills. Your contribution is limitless and not confined to this job description.

The reason you join wont be the reason you stay.

What Youll Do:

• Helpto establish processes and procedures with the growing business of our partnerby developing an understanding of the process business and support interactionand creating process suggestions leading to better business outcomes
• Provideconstant valuable feedback for all stakeholders - Program Manager Partner and Associates
• Leadweekly team meetings or huddles and conduct regular 1:1s with each of your direct reports
• Leadweekly meetings with the partner to report current production status and any updates
• Providequality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• ConductQA coaching sessions and side by side feedback (plug-ins)
• Provideand/or facilitate training to new hires or current associates as needed
• Supporting/Assisting associates during production and assigning associates to new and different tasks as required
• Monitorproduction levels for each associate (using Gorgias)
• Buildand maintainthe teams schedule to ensure appropriate coverage
• Participatein the hiring process by helping to identify and select ideal candidates according to the programs needs
• Making sure to complete all tasks assigned in a timely manner on the partners work management platform
• Allocatethe workload to each team member depending on their product knowledge
• Manage coach and develop a high-performing team of CS Reps
• Responsible for overall team performance against KPIs
• Serve as a thought partner for leaders across the organization ensuring that theyre equipped with the tools necessary to manage their teams
• Execute key initiatives in CS that affect the team and scale efforts
• Support the Program Manager in developing a team strategy to support the team and company goals
• Complete QA evaluations to maintain and improve the programs quality
• Perform feedback and coaching
• Daily for low performing associates and new hires
• Share bugs outages and website challenges with the LMNT website
• Understand the product platform and metrics (including SLAs)
• Assist associates with ticket escalations
• Coaches team on how to make decisions on their own
• Escalates to PM or Partner team as needed
• Asks for Partner input judiciously
• Contribute to training material creation
• Leads ad-hoc training refreshers
• Weekly team stats review updates meetings

What We Expect From You:

• Native to near native English spoken written and comprehension
• Embody and exemplify the Crescendo core values on a consistent basis and set the tone for others: Be Humble Care for Others Take Ownership Embrace Growth and Manifest Trust.
• Must have a thorough understanding of the partners processes tools and metrics
• Team-oriented focus with strong collaboration skills
• Ability to use sound judgment and take responsive action effectively and in a timely manner when appropriate
• Continuous improvement attitude; ability to suggest and implement best practices or process enhancements that support the team in achieving business objectives
• Excellent relationship-building skills with the ability to communicate and collaborate across all organizational levels

What Youll Get In Return:

• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical dental and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

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