OTC Team Lead

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

JOB PURPOSE/MISSION/SUMMARY:

The Team Lead is responsible for activities necessary to deliver key XBS/NAO business metrics and indirectly supervising the agents. The Team Lead is expected to be a subject matter expert and guide for other associates to help them with their daily processes and to identify and improve areas of opportunity in the business while holding a portfolio of work to continue to build knowledge.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

Adhere to company policies and procedures and set an example for other associate members of the Guatemala XBS teams.

Be a Subject Matter Expert for their process.

Complete processing of work/activities as per management assignment.

Communicate with internal and external peers, partners, and customers. Expected to respond timely and professionally to initial and escalated inquiries of team members & internal and external customers and should offer alternative solutions where appropriate.

Assist with escalations and follow up.

Focal for resolution of complex issues on the team; assist team with resolution and/or help find the right contact and answer.

Drive process consistency through best practice sharing and implementation across associates on team. Identify and communicate areas of opportunity.

Administrative tasks such as reporting, assignation of duties, distribution of balanced workload, and audit work completion.

Assist management with performance and question resolution.

Assist with production coverage and contingency planning.

Monitor and assign Mailbox or elevations, analyze its complexity and define an attainable turnaround time, and assign the request to the right person within the team.

Help document new processes and new situational events and projects as needed.

Support lead duties & act as backup for FLMs in addition to primary team responsibilities as needed.

Assist management with reporting and streamlining reporting and communications as needed.

Help management with ensuring audit compliance in XBS.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

Highly motivated self-starter with strong leadership and interpersonal skills.

Have demonstrated proactivity, efficiency and being able to work on different requests with a high sense of urgency and attention to detail.

Effective organizational, prioritization and time management skills to multi–task and meet aggressive timelines on project deliverables.

Strong Problem-Solving Skills.

Strong written and verbal communication skills with all levels of the organization.

Self-motivated and able to work independently as well as in a team environment desirable.

Results oriented and strong attention to detail and commitment to process improvement and quality.

Able to work overtime as needed

Behavior?

Proactive and Empowered

Thinks ahead and anticipates actions

Self-motivated to enhance and simplify programs, processes, and experiences

Take actions based on observed needs without waiting for direction

Creative

Moves with speed and urgency to actively address the needs of the business

Innovates to do things differently, more simply and effectively

Pivots quickly to address unanticipated obstacles

Accountable

Accepts responsibility for decisions and actions

Acknowledges and learns from experience

Collaborative

Inclusive of others to reach the best solution

Shares information and success with others

Expands understanding by seeking others perspectives

Customer-focused

Moves decisively to solve customer and business challenges

Acts with passion and conviction in interactions with customers, partners, and colleagues

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

University Degree or equivalent work experience

3 years of experience in customer service roles.

Desired: Previous management experience or equivalent (Studies, Courses, Preparation).

Must have a good understanding of XBS/NAO processes and systems.

Proficient in Microsoft Suite.