CSR Team Lead Operations at XBP Global

About the Role

The Team Leader is responsible for supporting departmental activities within a specific facility. In collaboration with the Supervisor and/or Manager, the Team Leader oversees daily department production activity, facilitates workflow, and provides guidance to staff. Additionally, the Team Leader plays a key role in training, assisting, and monitoring staff to ensure operational efficiency and adherence to company policies and procedures.

Essential Job Responsibilities

• Inform, implement, and communicate all departmental and company policies and procedures to ensure compliance and consistency.
• Under the direction of the Manager, communicate directly with clients and/or client personnel on the status of requests, disposition of inquiries, and other relevant matters.
• Ensure regular inventory audits are performed, escalating any non-reconciled discrepancies to the direct Manager for resolution.
• Ensure appropriate production level documentation is completed for all production staff, and complete production and quality assurance reports as required.
• Train new staff as needed and provide ongoing coaching and counseling to staff with the assistance of the Manager.
• Delegate and direct daily workflow needs to employees, monitoring performance and attendance, and submitting appropriate documentation to the Manager for disciplinary and performance review purposes.
• Receipt, retrieval, and delivery of all requested files and/or containers per client request and within established Service Level Agreements (SLAs).
• Assure that safety protocols are followed at all times, escalate any issues directly to Management, and perform daily inspections of facilities to ensure cleanliness, organization, and adherence to safety standards.
Inspect all entry points for breaches or potential breaches to building security, escalating any concerns immediately to Management

Qualifications

• High School Diploma or equivalent.
• Previous leadership experience required.
• 1-3 years of production and/or clerical experience required.
• Proficiency in Microsoft Office applications.
• Strong communication skills, both written and verbal.
• Proficient analytical, decision-making, and problem-solving skills.
• Excellent interpersonal and relationship-building skills.
• Strong prioritizing and time management skills.