Effective Team Leader

Job Description

The ideal candidate is a seasoned professional with experience in leading high-pressure teams in rapidly changing environments. They must be client-focused, enthusiastic, courteous, and assertive, with a strong drive to take charge of customer engagement and problem resolution.

The candidate will possess exceptional mentoring and teaching skills, as well as outstanding verbal and written communication skills. They will be motivated and committed to continuous self-development and the development of others.

They will work collaboratively within the team, promoting the company's values of being brave, wise, proud, and exceeding expectations.

Responsibilities

• Point of contact for all HR-related issues for the team.
• Scheduling and resource planning, including approving and managing holiday requests.
• Managing onboarding paperwork for access permissions and provisioning.
• Building loyalty within the team and directly impacting performance and productivity improvements.
• Leading and motivating staff members and managing their development and performance.
• Setting clear goals for staff members and assessing them against these goals.
• Providing constructive feedback in a timely manner.
• Dealing with non-performance in accordance with policies.
• Responsible for the motivation and leadership of all team members.
• Managing team time and attendance and payroll through available tools.
• Scheduling and reviewing staff rotas while considering planned and unplanned absence.

Game Planning and Delivery

• Allocating workload to content analysts.
• Accountability for team and market performance and creating action plans to address non-delivery.
• Monitoring queues for variable workload.
• Flagging and managing changes in capacity due to resourcing or volume changes.
• Ensuring that service level agreements for timeliness, accuracy, and quality are met.
• Performing all services in a professional manner to client satisfaction.
• Providing written reports to managers and documenting achievement of services when requested by clients.
• Being proactive and seeking out process improvements to drive increased productivity, customer satisfaction, and overall program efficiency.

Tracking Performance and Delivery

• Ownership and maintenance of individual and team productivity trackers.
• Training teams and new team members on how to use individual trackers.
• Completing weekly and monthly productivity reports.
• Delivering team huddles.
• Coordinating with evening team leaders to ensure required coverage for markets.
• Providing insights and analysis on team performance.
• Following up on tasks and bugs affecting productivity and queues.

Client Relationship

• Responsible for building client relationships.
• Attending and participating in necessary client meetings and conference calls.
• Preparing updates and reporting relevant to delivery for clients.

Communication and Organization

• Organizing orientation training.
• Working with the team trainer to confirm the onboarding training plan, including IT orientation.
• Accountability for working with one or more support functions and driving improvements.
• Communicating the seat location of new staff members with facilities.
• Working with support functions to drive quality, training, process, HR, recruitment, and reporting activities.
• Collaborating with other team leads to meet overall team goals.
• Acting as a mentor for staff enrolled in leadership development paths.

Management

• Adherence to policy and procedures.
• Completing tasks and actions within defined deadlines.
• Escalating direct manager and client manager as appropriate.
• Reporting progress to managers on an ongoing basis.
• Building effective relationships with the management team.
• Continuously informing direct management and client management of account/s performance.

Essential CompetenciesLeadership

• 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 drivers of staff performance.
• Ability to produce standard and ad-hoc reports.
• Ability to analyze outputs reports, surveys etc., and determine action points.

Customer Service and Communication

• Experience in communicating with clients.
• Ability to communicate effectively with different groups.
• Ability to follow specific processes and procedures.
• Demonstrates high-level customer satisfaction.
• Experience on process-managed environments.

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.

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