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Team Leader - Miami

Company: CIBT, Inc.
Location: Miami
Posted on: November 26, 2022

Job Description:

POSITION SUMMARYThe purpose of the team lead role is to assist the Director in the running of day to day process. The team lead has an active role in managing the distribution of work across the Customer Service Consultants. The team leader provides first level support to the team, handling questions, guiding them on processes and participating in training & development. The team lead will help manage escalations and processing work, and will report to the Director.RESPONSIBILITIESAssists in interviewing applicants for customer serviceProvides training assistance and guidance to new team membersPerforms opening and closing procedures as directed by managementAdheres to deadlines; achieve client request by dates and hit internally defined timeframe intervals for workflowResponsible for handling higher level and more complex client files; assists in assigning files to appropriate consultants; monitors consultant's daily workload.Reviews/prepares various passport and visa applications and supporting documents to be submitted to various embassies/consular offices and the US State Department according to their standards.Ensures that Consultants provide quality customer service; investigates and resolves problems escalated by consultants/clients.Maintains deep content knowledge on all aspects of CIBT's business process to complete orders, and maximize systems capabilitiesSupports account management staff to find resolutions to client concernsOpens and processes files in accordance with duties outlined in the customer service job descriptionUpdates daily rejections assessing training gaps and feeding back to staff in a positive manner for improvement.Collectively manages the distribution of daily work assignments based on staffing on handREQUIREMENTSBA/BS or Associates Degree and two years' experience or equivalent combination.Highly desirable: experience in high-end retail, travel, hospitality, or embassy/consulate relations, and foreign language.Fluent in English with strong communication and interpersonal skills: clear written and verbal communication with demonstrated understanding of communication methods and styles; articulate clearly and concisely in a professional and hospitable manner without jargon or complicated language. Highly desirable: fluency in second language.Excellent organizational and time management skills: adhere to deadlines and adapt to changing circumstances; handle high volume while maintaining excellent attention to detail; monitor own work and self-edit.Ability to problem solve; analyze information and apply expertise and provide solutions.Able to adapt to changing circumstances and prioritize work accordingly. Self-starter with desire to show ownership and commitment to role.Proficiency with computer software, aptitude for learning new programs and commitment to data integrity.Other duties as assignedWORKING CONDITIONS AND LOCATIONOffice environment: exposure to computer screens, working closely with others in an open office environment.In-office presence is required. Office-based in Miami, FL.PHYSICAL DEMANDSVisual acuity; ability to view computer screen for full shift, approximately eight hoursSitting for extended period of timeManual dexterity for operating a computer, keyboard and mouseSpeaking for operating a phone with ability to convey detailed information accurately and clearlyABOUT USCIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,100 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 55 offices in 25 countries. With thirty years of experience, we are the primary service provider to 75% of Fortune 500 companies. We offer a comprehensive suite of services under two primary brands: Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients, and legalization services.We are fast-paced and dynamic business with aggressive plans for growth. We seek talent that will embrace the company's aspirations to drive growth and shape the future of our business. Employees who achieve success possess intellectual curiosity, work well in a fast-paced and dynamic environment, and hold themselves accountable for driving results and achieving targets.EQUAL EMPLOYMENT OPPORTUNITIESAs part of our dedication to the diversity of our workforce, CIBT is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. If you need assistance or an accommodation due to a disability, you may contact us at

Keywords: CIBT, Inc., Miami , Team Leader - Miami, Other , Miami, Florida

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