**Job Title:** Team Lead
The ideal candidate possesses previous experience in managing a fast-paced and dynamic work environment. They will be client-focused, enthusiastic, courteous, assertive, and motivated to oversee both customer engagement and problem resolution. The candidate should be highly team-oriented with exceptional mentoring and teaching abilities as well as excellent verbal and written communication skills. They will be driven and committed to continuous self-improvement and the development of others. A flexible and analytical mindset with exceptional troubleshooting skills is also required.
The Team Leader will operate within and promote the Covalen Essence Pillars: Performance Gurus, Client Co-Creators, and Excellence Designers.
People Management
* Act as the primary point of contact for all HR and people-related matters affecting the Covalen team.
* Develop and implement effective scheduling and resource planning strategies, including approving and managing holiday requests.
* Manage all onboarding paperwork for access permissions and provisioning.
* Bolster team loyalty and directly contribute to improved performance and productivity.
* Lead and motivate staff members, and manage their development and performance.
* Establish clear goals for staff members and monitor their progress against those objectives.
* Provide constructive feedback in a timely manner.
* Address underperformance in accordance with established policies.
* Responsible for the motivation and leadership of all team members.
* Serve as the primary point of contact and escalation for any staff members' issues.
Requirements
* 1+ years of experience in a Team Leader role in a multinational call center.
* Strong communication skills, both written and verbal.
* Attention to detail and a passion for problem-solving.
* Ability to work independently or as part of a team.