Team Lead

Position Overview

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.

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.

Requirements:

• BA/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.
• Spanish speaker is preferred.

Competencies:

The following competencies have been identified as critical for success in the role and will be referred to during the assessment, feedback, and evaluation process.

• Teamwork: working with people.
• Communication: presenting and communicating information
• Problem Solving: analyzing, writing and reporting, suggesting resolutions, understanding client’s needs.
• Organizing and Executing: delivering results and meeting customer expectations, planning and organizing.
• Initiative: taking ownership of customer relationship, seeking information, taking timely action.
• Adapting and Coping: adapting and responding to change, coping with pressures and setbacks.
• Expertise: learning our systems, products and process, staying abreast of regulatory changes.

Working Conditions and Location:

• Office environment: exposure to computer screens, working closely with others in an open office environment.
• Work location is in Washington DC at a client office, in-office support is required Monday through Friday.

Compensation & Benefits:

• Hourly Rate: $24 - $27 (depending on geographic region, internal equity, job-related knowledge, skills, and experience, among other factors)
• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with Company Match
• Flexible Spending Accounts and Health Savings Account
• Life Insurance, Short-Term Disability, and Long-Term Disability Coverage
• Company Paid Holidays and Paid Time Off
• Paid Parental Leave
• Pet Insurance
• Travel Assistance Services
• Legal and Identity Theft Protection Plans
• Commuter Benefit Subsidy
• Employee Recognition Programs
• Referral Bonus Opportunities

About Us

CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world’s leading companies, including a majority of the Fortune 500.

CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.

Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity

CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.

CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at [email protected].