Team lead

Role & responsibilities

Team Lead

• Work closely with the team, motivating and coaching them
• Hosting 1-2-1s and team meetings
• Keeping up to date with business development and new product lines
• Reporting to the Customer Service Manager
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Operations Manager to highlight operational risks and areas for improvement
• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction

Preferred candidate profile

Required Skills and Experience:

• Team management experience
• Coaching and communication skills
• Minimum of 2 years experience within a contact centre environment as a Team Manager
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking

Perks and benefits

General shift timing

5 days working

Need- immediate joiner