Team Leader

Job Title/Position

Team Leader

Reporting To:

Operations Manager and BU Stakeholder

Job Responsibilities
Describe the job role and the day-to-day tasks involved.

The Team Lead will act in a Supervisory role in addition to the general tasks of a BU team Member and a point of escalation for the team members.
Performance reporting as guided by the Ops Manager.
Overall POC of the shareholders and clients of the business unit
Manages the queue and be the main point of contact for escalations.
Facilitates touch base session with the stakeholders to discuss, updates, performance feedback, and open items.
Act as the main POC for Stake Holders and Microsourcing.
Responsible for meeting overall Metrics of the account.
Managing a team of 10 to 15 Operators/CSR attendance metrics, and other metrics relevant to the goals of the account.
Assisting with the development of policies, processes and reports relating to Team performance.
Performance management, including dismissal of underperforming staff in line with company policy.
Providing regular one-on-one coaching sessions for performance and career development.
Completing daily/weekly/monthly reports outlining individual and/or team performance.
Facilitating team meetings and/or activities.
Provides support and assistance to staff to develop their skills and capabilities.
Motivate and inspire team members.
Lead by setting a good example (role model) - behavior consistent with words.
Coach and help develop team members; help resolve dysfunctional behavior.

Top 4 Core Requirements (Priority, non-negotiable)

Experience in problem solving, decision making, and conflict resolution
Clear and articulate verbal and written English communication skills
Call Center Experience
Reporting and analysis skills and experience highly regarded

Qualifications
Describe the qualifications the staff must have in terms of skills and capabilities

Computer literacy, attention to detail, strong communication skills, strong commitment to succeed and hands on approach.
Willing to work on a shifting schedule
Ability to work independently and as part of a team
Efficient multitasking and prioritization abilities in a fast-paced environment
Experience with Australian and New Zealand Accounts is preferred but not required.
Graduate of any 4-year course highly preferred
1 – 3 years of relevant experience with strong Customer Service focus