Scotiahelps Team Lead, Front End (Bogotá)

Purpose

To support and develop front‑end advisors at ScotiaGBS, ensuring high performance, quality customer service, and continuous improvement of skills and knowledge.

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 performance, attendance and conduct concerns while working with HR and ER as required.
• 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 resolvin...