Team Leader I

Job Summary: The Team Leader I assists the Service Delivery Manager with leadership and oversight of the day-to-day business. They lead Field Service personnel with accountability of team productivity and quality. The Team Leader I ensures their team are providing best-in-class customer service in accordance with Stefanini values, while delivering to the contractual requirements of the account.

Responsibilities: Reporting manager for Field Services personnel Responsible for contractual deliverables Posts requisitions, conducts interviews, selects, and onboards candidates Responsible for day-to-day delivery of support services Required to conduct site visits at Boca Raton Regional, Bethesda East, and Bethesda West hospital locations Monitors workload is manageable and balanced Ensures each team member adheres to attendance, conduct, and performance expectations Perform coaching, counselling, feedback, and formal disciplinary process Provides positive team recognition Attends and participates in Client and Stefanini meetings Takes ownership, investigates and follows-up on escalations Conducts monthly one-on-ones for each employee Writes and delivers performance evaluations Identify training requirements and coordinates ongoing training Implements, monitors, and adheres to Best Practices Drives continuous improvement Completes other administrative tasks Performs other duties as assigned Requirements High-school education level or equivalent required Minimum of 1 year leadership experience working in IT or BPO role Willing to embrace innovative tools and technology such as AI and IT health monitoring software to expedite resolution and enhance customer experience. Excellent verbal and written communication skills Effective time management skills Customer focused with positive attitude Excellent relationship skills Proactive self-starter Coaching and mentoring mindset Ability to support challenging customers in a fast-paced environment Valid driving license Physical presence at a Stefanini or Client location during shift Able and willing to travel via all methods of travel Familiarity with ITIL and/or Six Sigma a plus What you'll get Work with people who exhibit: Commitment to the client Leadership by Example Respect for people Courage to innovate Humbleness to learn Work with brilliant minds, often within a global capacity; Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more; Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well. Why we're different Brazilian and privately owned company; Agility, flexibility, and innovation are in our DNA; Flat organizational structure which enables faster communication and decision making #LI-ONSITE #LI-KG1