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Who we are
Founded in 1987, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and 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 awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and 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 Leader I assists the Service Delivery Manager with leadership and oversight of the day-to-day business. They lead Field Service personnel with accountability of team productivity and quality. The Team Leader I ensures their team are providing best-in-class customer service in accordance with Stefanini values, while delivering to the contractual requirements of the account.
Responsibilities
Reporting manager for Field Services personnel
Responsible for contractual deliverables
Posts requisitions, conducts interviews, selects, and onboards candidates
Responsible for day-to-day delivery of support services
Required to conduct site visits at Boca Raton Regional, Bethesda East, and Bethesda West hospital locations
Monitors workload is manageable and balanced
Ensures each team member adheres to attendance, conduct, and performance expectations
Perform coaching, counselling, feedback, and formal disciplinary process
Provides positive team recognition
Attends and participates in Client and Stefanini meetings
Takes ownership, investigates and follows-up on escalations
Conducts monthly one-on-ones for each employee
Writes and delivers performance evaluations
Identify training requirements and coordinates ongoing training
Implements, monitors, and adheres to Best Practices
Drives continuous improvement
Completes other administrative tasks
Performs other duties as assigned
Requirements
High-school education level or equivalent required
Minimum of 1 year leadership experience working in IT or BPO role
Willing to embrace innovative tools and technology such as AI and IT health monitoring software to expedite resolution and enhance customer experience.
Excellent verbal and written communication skills
Effective time management skills
Customer focused with positive attitude
Excellent relationship skills
Proactive self-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 to travel via all methods of travel
Familiarity with ITIL and/or Six Sigma a plus
What you'll get
Work with people who exhibit:
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 to participate in professional development eLearning programs within the Stefanini University, and other virtual trainingas well.
Why we're different
Brazilian and privately owned company;
Agility, flexibility, and innovation are in our DNA;
Flat organizational structure which enables faster communication and decision making