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Team Lead

hace 1 mes

Ciudad de México CDMX SpotOn: Corporate A tiempo completo

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

- Named one of Fast Company's Most Innovative Companies of 2024
- Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

That's where you come in.

**Main Duties**:

- Provide coaching, mentoring, and training to team members to ensure they meet or exceed performance goals, customer satisfaction metrics, and quality assurance assessments.
- Reallocate and assign Salesforce cases to agents as needed.
- Monitor the team's performance, holding accountability for SLAs, AHT, and KPIs.
- Listen to agent calls in real-time, flagging calls for QA analysis as necessary.
- Follow up on QA recommendations and ensure agents complete necessary retraining.
- Handle calls during outages, staff shortages, and escalated cases.
- Collaborate with cross-functional teams (training, QA, workforce management) to ensure effective customer service delivery.
- Conduct regular team meetings to update on policies, procedures, and product changes.
- Provide agent performance kudos and disciplinary action recommendations to the Client Experience Manager.
- Provide ongoing feedback to the Manager, identifying trends and opportunities for improvement.
- Promote a collaborative and positive team culture.
- Engage in limited participation in disciplinary meetings.
- Submit Help Desk requests (password resets, hardware/software requests, etc.).
- Perform additional duties as assigned by the Client Experience Manager.

**Skills & Knowledge Required**:

- **Supervisory Skills**: Strong leadership ability to provide clear guidance, focusing on achieving objectives.
- **Flexibility**: Adaptability to dynamic situations within a changing operation.
- **Analytical Thinking & Problem Solving**: Ability to analyze situations, identify cause-effect relationships, and foresee possible outcomes.
- **Crisis Management**: Skilled in managing high-pressure or crisis situations effectively.
- **Effective Communication**: Proficient in exchanging ideas, actively listening, and communicating clearly to customers and team members.
- **Service Orientation**: A strong inclination to support customers and colleagues, collaborating toward shared goals.
- **Results Oriented with Quality**: Ability to prioritize tasks in a demanding environment and produce high-quality outcomes on time.
- **Proficiency in IT Applications**: Experience with Hub, Salesforce, Talkdesk, and other internal tools.

**Previous Experience Required**:

- Minimum of 1 year of experience using POS software in the service industry.
- Minimum of 1 year working in a call center, customer support, or related field.
- Familiarity with Salesforce CRM, MS Office, G-Suite, and Slack is desirable.
- At least 1 year of prior experience with SpotOn is a plus.
- At least 6 months of experience within the current department is preferred.

**Benefits**:

- Base Salary $35000 mxn
- Food Vouchers $1,500.00 mxn pesos monthly
- Law benefits
- SGMM
- Visual Insurance
- Dental Insurance
- Life Insurance
- Funeral assistance
- Two days off per week
- Total Pass (gym)
- Development & career plan
- #Li-Onsite_

SpotOn is an e-verify company.