Job Title: Team Leader
The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment.
Duties and Responsibilities:
* People Management:
o Point of contact for all HR/People related issues for Covalen team.
o Scheduling and Resource Planning including approving and managing holiday requests.
o Managing all on boarding paperwork for access permissions and provisioning etc.
o Build loyalty within the team and directly impact performance and productivity improvements.
o Lead and motivate staff members and manage the development and performance of each member of the team.
o Set clear goals for staff members and manage and assess Team members against goals.
o Provide constructive feedback in a timely manner.
o Deal with non-performance in accordance with policies.
o Responsible for the motivation and leadership of all team members.
o Manage Team members and act as point of contact and escalation for any staff members' issues.
o Manage team T&A and payroll through available tools.
o Schedule and review staff Rota while considering planned and unplanned absence.
* Game planning and Delivery:
o Allocating workload to the content analysts.
o Take accountability for team and market performance and create action plans to address non-delivery.
o Monitoring queues for variable workload.
o Flagging and managing changes in capacity due to resourcing (holidays) or volume changes.
o Ensuring that the SLAs for timeliness, accuracy and quality are met.
o Perform all Services in a professional manner to the client satisfaction.
o Provide written reports to Manager and when requested by the client, documenting the achievement of the Services.
o 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:
o Owns and maintains the individual and team productivity trackers.
o Train teams/new team members on how to use individual trackers.
o Complete weekly and monthly productivity reports. · Delivers Team Huddles.
o Coordinate with evening Team leaders to ensure required coverage for markets.
o Provides insights and analysis on team performance.
o Follow up on any tasks/bugs that affect productivity/queues.
* Client:
o Responsible for building client relationship.
o Attend and participate all necessary Client meetings and conference calls.
o Prepare updates, reporting relevant to delivery for the client.
* Communication and organization:
o Organizing orientation training.
o Work with the team trainer to confirm the on boarding training plan, including IT orientation.
o Take accountability for working with one or more support functions and driving improvements.
o Communicate the seat location of the new staff members with facilities.
o Work with the support functions to drive Quality, Training/Process, HR, Recruitment and reporting activities.
o Work with other team leads to meet overall team goals.
o Act as a mentor for staff enrolled in leadership development paths
* Management:
o Adherence to policy and procedures.
o Complete tasks and actions within defined deadlines.
o Escalate direct manager and client manager, as appropriate.
o Report progress to managers on on-going basis.
o Build effective relationship with Management Team.
o Constantly keep direct management and client management informed of account/s performance.
Essential Competencies:
1. 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.
2. 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.
3. 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
4. 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.
Requirements:
* 1+ years 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.