Assistant Team Leader (ROW)

Job Description

As an Assistant Team Leader, you will play a vital role in supporting the Team Leader to ensure the team operates effectively and meets its objectives. In this developmental role, you will assist in monitoring daily team performance, contributing to coaching sessions, and facilitating team initiatives to enhance productivity and customer satisfaction. Your responsibilities include collaborating with the Team Leader to identify areas for improvement, supporting the implementation of solutions, and fostering a positive team environment. You will gain hands-on experience in leadership tasks, including preparing performance reports, addressing escalated issues, and acting as a secondary point of contact for the team. This role is ideal for someone looking to build their leadership capabilities and take the next step toward a team leader position.

Day to Day responsibilities

• Support Team Leaders in monitoring live team performance, tracking KPIs and non-KPI targets, and providing in-flight assistance as directed.
• Assist in analyzing data (using tools like Tableau and Datagamz) to highlight areas for improvement
• Help address customer complaints, both directly and indirectly, ensuring issues are escalated or resolved in line with high service standards.
• Provide operational support in managing systems and queues, ensuring smooth workflows Contribute to continuous improvement efforts by assisting with coaching sessions and reinforcing performance goals set by the Team Leader.
• Identify initial development needs within the team and work with the Team Leader to design and implement action plans.
• Collaborate with senior leaders to assist in the creation and rollout of career development initiatives.
• Participate in 1-1 coaching sessions to provide team members with additional support Assist in recruitment processes and support team planning and ongoing skill development activities. Provide support for cross-functional projects by contributing as needed
• Actively embody and promote company values in all interactions and activities to support a positive team culture.

Required Skills & Key Competencies:

• Proven leadership ability with strong people management skills.
• High-level understanding of contact centre systems, metrics, and operations.
• Exceptional customer service expertise and performance management experience.
• Confident, articulate communicator with a positive, can-do attitude who leads by example.
• Proficiency in Google Suite; experience with Genesys Cloud is a plus.
• Strong coaching, training, and development capabilities.
• Ability to implement and integrate continuous improvement strategies.
• Knowledge of occupational health and safety best practices.