We are currently looking for a dedicated and motivated Team Leader to support our off hours operations.
LatAm Assistance Team Leader is responsible for leading a 24/7 high performing team in a high-volume, fast-paced Contact Center environment while maintaining a consistently high level of quality and Customer Service Excellence. This support is provided through monitoring service level standard, team objectives, alignment with
corporate strategic vision and performance management.
The position is also the point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.
KSA (Knowledge, Skills and Abilities/Attitudes) Knowledge of managerial principles (HR, priorities, projects) Knowledge of the Customer Contact Centre metrics Knowledge of the insurance industry Excellent verbal and written communication Planning, time management and organizational Problem Solving and keen analytical mind Leadership Excellent interpersonal skills and professionalism Process Improvement Ability to adapt to change and act as a catalyst for change Results driven individual Coaching abilities Ability to motivate and build a high-performance team Ability to engage in strategy and vision development Ability to manage and measure work Ability to set priorities and make decisions Ability to lead large groups of people Ability to lead people working during extended hours Customer focused Highly organized Passion for serving clients Promotes collaboration and teamwork Establishes trust Delivers customer value Leverages innovation Delivers business results Proficiency in the Microsoft suite of products Proficiency in customer service center applications Requirements and Qualifications
Bachelor’s degree with business emphasis or equivalent 5+ years of experience in related field. Bilingual. Three (3) years supervisory experience.
Global Excel is a full-service provider of global healthcare risk management solutions. Global Excel, together with its subsidiaries based in Canada, USA, Mexico, Europe, Africa, and Asia, offers a complete range of risk mitigation, cost containment, claims management and medical assistance services to over 1800 clients located in more than 90 countries around the world. As a group, Global Excel will manage approximately 420,000 inpatient, outpatient and non-medical cases per year and processes in excess of $1.95B USD in healthcare claims annually.
The Global Excel family encompasses over 1500 employees internationally located in Sherbrooke, Canada, in Windsor, Canada, Miami, USA, Mexico City, Mexico, Europe and Africa, as well as Jakarta, Indonesia.
Gestion Global Excel Inc. est un fournisseur de solutions globales complètes dans la gestion des risques associés aux soins de santé. Global Excel et ses filiales, dont les bureaux se situent au Canada, aux États-Unis, au Mexique, en Europe, en Afrique et en Asie, offrent une gamme complète de services d’atténuation des risques, de contrôle des coûts, de gestion des réclamations et de services d’assistance médicale à plus de 366 clients répartis dans plus de 90 pays à travers le monde. En tant que groupe, Global Excel gère près de 360 000 cas médicaux et non médicaux annuellement, et ce, en milieu hospitalier et en consultation externe. Notre entreprise traite plus de 1,9 milliard de dollars US en réclamations associées aux soins de santé par an.
La famille Global Excel emploie plus de 900 employés aux quatre coins du monde situés à Sherbrooke, Canada; à Windsor, Canada; à Miami, États-Unis; à Mexico, Mexique; en Europe; en Afrique ainsi qu'à Jakarta, Indonésie.
