Team Leader I

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