Who we are
For 38+ years, Stefanini has been helping midsize,largeand global enterprises increase the efficiency of their IT operations while also helping themleverageinformation technology to empower their businesses. Our offers include efficient, cost-reducingand effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awardsin the area ofinnovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalizedcampaignsand artificial intelligence services for traditional solutions such as service desk, fieldserviceand outsourcing (BPO). We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.
Job Summary
The Team LeaderIassiststhe ServiceDeliveryManagerwith leadership and oversight oftheday-to-day business. They lead Field Servicepersonnelwith accountability ofteamproductivity and quality.The Team LeaderI ensurestheir team are providingbest-in-classcustomer servicein accordance withStefanini values,while delivering tothecontractual requirementsof the account.
Responsibilities
Reporting managerforField Services personnel
Responsible for contractual deliverables
Posts requisitions, conducts interviews, selects,and onboards candidates
Responsible for day-to-day delivery of support services
Hosts formal dailystatusmeetings
Monitorsworkload is manageable and balanced
Ensureseachteam member adheres toattendance, conduct, and performanceexpectations
Makes certainwork areas are clean, organized, and compliant withclient safety policies
Performcoaching, counselling, feedback,andformaldisciplinaryprocess
Providespositiveteamrecognition
Attends andparticipatesin Client andStefaninimeetings
Takes ownership, investigates and follows-up on escalations
Conductsmonthlyone-on-onesfor eachemployee
Writesand deliversperformance evaluations
Identifytraining requirementsand coordinates ongoing training
Implements,monitors, and adheres to Best Practices
Drivescontinuousimprovement
Completesother administrative tasks
Performs other duties as assigned
Whatyou'llget
Work with people whoexhibit:
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 toparticipatein professional development eLearning programs within the Stefanini University, and other virtual training as well.
Whywe'redifferent
Brazilian and privately owned company;
Agility, flexibility, and innovation are in our DNA;
Flat organizational structure which enablesfaster communication and decision making
Requirements
High-school education levelor equivalentrequired
Minimum of1yearleadershipexperience working in IT or BPO role
Willing to embraceinnovativetools and technology such as AI and IT health monitoring software toexpediteresolution and enhance customer experience.
Excellent verbal and written communication skills
Effective time management skills
Customer focusedwithpositive attitude
Excellent relationship skills
Proactiveself-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 totravelvia all methods of travel
Familiarity with ITIL and/or Six Sigma a plus