Team Leader
Job Description:
The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. They will be client orientated, enthusiastic, courteous, and assertive and motivated to take charge of both customer engagement and problem resolution.
The candidate will be strongly team-focused with outstanding mentoring and teaching ability and excellent verbal and written communication skills. They will be motivated and committed to continuous self-development and the development of others. They will be flexible and analytical with exceptional trouble shooting.
The TL will be working within and promoting the Company Values – Be Brave, Be Wise, Be Proud and Exceed.
Duties and Responsibilities
People Management:
- Point of contact for all HR/People related issues for Covalen team.
- Scheduling and Resource Planning including approving and managing holiday requests.
- Managing all on boarding paperwork for access permissions and provisioning etc.
- Build loyalty within the team and directly impact performance and productivity improvements.
- Lead and motivate staff members and manage the development and performance of each member of the team.
- Set clear goals for staff members and manage and assess Team members against goals.
- Provide constructive feedback in a timely manner.
- Deal with non-performance in accordance with policies.
- Responsible for the motivation and leadership of all team members.
- Manage Team members and act as point of contact and escalation for any staff members’ issues.
- Manage team T&A and payroll through available tools.
- Schedule and review staff Rota while considering planned and unplanned absence.
Game planning and Delivery: (If required by the Business)
- Allocating workload to the content analysts.
- Take accountability for team and market performance and create action plans to address non-delivery.
- Monitoring queues for variable workload.
- Flagging and managing changes in capacity due to resourcing (holidays) or volume changes.
- Ensuring that the SLAs for timeliness, accuracy and quality are met.
- Perform all Services in a professional manner to the client satisfaction.
- Provide written reports to Manager and when requested by the client, documenting the achievement of the Services.
- Being pro-active and seek out and recommend process improvements to the client to drive increased productivity, customer satisfaction, and overall program efficiency as it relates to the project.
Tracking Performance and Delivery:
- Owns and maintains the individual and team productivity trackers.
- Train teams/new team members on how to use individual trackers.
- Complete weekly and monthly productivity reports.
- Delivers Team Huddles.
- Coordinate with evening Team leaders to ensure required coverage for markets.
- Provides insights and analysis on team performance.
- Follow up on any tasks/bugs that affect productivity/queues.
Client:
- Responsible for building client relationship.
- Attend and participate all necessary Client meetings and conference calls.
- Prepare updates, reporting relevant to delivery for the client.
- Communication and organization:
- Organizing orientation training.
- Work with the team trainer to confirm the on boarding training plan, including IT orientation.
- Take accountability for working with one or more support functions and driving improvements.
- Communicate the seat location of the new staff members with facilities.
- Work with the support functions to drive Quality, Training/Process, HR, Recruitment and reporting activities.
- Work with other team leads to meet overall team goals.
- Act as a mentor for staff enrolled in leadership development paths.
Management:
- Adherence to policy and procedures.
- Complete tasks and actions within defined deadlines.
- Escalate direct manager and client manager, as appropriate.
- Report progress to managers on on-going basis.
- Build effective relationship with Management Team.
- Constantly keep direct management and client management informed of account/s performance.
Essential Competencies:
Leadership:
- Proven track record of leading by example.
- Ability to motivate and inspire confidence in others.
- Ability to transfer knowledge effectively.
- Skilled in conflict management.
Performance Management:
- Ability to work towards and achieve targets.
- Understanding of contact centre metrics and targets.
- Understanding of the drivers of staff performance.
- Ability to produce standard and ad hoc reports.
- Ability to analyse outputs reports, surveys etc. and determine action points.
Customer Service and Communication:
- Experience in communication with clients.
- Ability to communicate effectively with different groups.
- Ability to follow specific processes and procedures.
- Demonstrates high level of customer satisfaction.
- Experience on Process Managed Environment.
Problem Solving Techniques:
- Ability to apply analytical and investigative skills to resolve customer issues.
- Ability to handle challenging support situations.
- Technical Requirements:
- Technical skill with Windows
- Microsoft Office Suite
- Advanced knowledge of Microsoft Excel
Key Requirements:
- Minimum 1+ year in a Team Leader/Supervisory/Manager role in a multinational call centre
- Strong communication skills (both written and verbal)
- Detail-oriented and passion for problem-solving
- Ability to work on own initiative or as part of a team
- Experience in social media / trust and safety is an advantage