Team Lead

CIBT•Washington, DC

9d•$24 - $27•Onsite

About The Position

The purpose of the team leader role is to assist the Operation Manager and Director in the running of the day-to-day process. The team leader has an active role in managing the distribution of work across the consultants. The team leader provides first level support to consultants handling questions, guiding them on processes and participating in training & development. Team Lead will help manage escalations and processing work. Team Lead will report to the Area Director.

Requirements

BA/BS or Associates Degree and two years’ experience or equivalent combination.
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.
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.

Nice To Haves

Highly desirable: experience in high-end retail, travel, hospitality, or embassy/consulate relations, and foreign language.
Highly desirable: fluency in second language.
Spanish speaker is preferred.

Responsibilities

Perform opening and closing procedures as directed by management
Adherence to deadlines; achieve client request by dates and hit internally defined timeframe intervals for workflow
Responsible for handling higher level and more complex client files; assists in assigning files to appropriate consultants; monitors consultants’ daily workload.
Reviews/prepares various 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.
Maintain deep content knowledge on all aspects of CIBT’s business process to complete orders, and maximize systems capabilities
Supports accounts management staff to find resolutions to client concerns
Open and process files in accordance with duties outlined in the Passport and Visa Consultant job description
Updating daily rejections, assessing training gaps, and feeding back to staff in a positive manner for improvement.
Collectively manage the distribution of daily work assignments based on staffing on hand
Provides training assistance and guidance to new team members
Ensure consultants comply to the Foreign Corrupt Practices Act and CIBT’s Consulate Compliance Policy
Other duties as assigned by management.