Scotiahelps Team Lead, Front End (English-french) (Bogotá)

Accountabilities

• Provide relevant feedback and coaching during live call observations, side by side, group coaching, skill building and lesson plans.
• Conduct one-on-one coaching with ScotiaHelps FE Advisors to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality.
• Effectively manage direct reports following performance management protocols that address any performance, attendance and conduct concerns while working with HR and ER as required.
• Effectively execute and ensure operational and management routines are followed that support employee development and performance.
• Provide a best‑in‑class customer experience when dealing with business partners, customers, or team members by resolving customer matters; authorizing correspondence and understanding the customers’ circumstances.
• Provide human, straightforward, and knowledgeable service through...