As a Team Leader you will be responsible to manage and coach a team of Advisors ensuring operational excellence, productivity and cost-effective management within the team.
Ensure delivery of Client KPIs within your team, including quality, efficiency and attrition targets (APS, TCHT, Value Add, S&A, delivered hours etc.
Manage and coach advisors to ensure performance delivery Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff and, where necessary, conduct counselling and disciplinary hearings.
Achieving the attrition, absence and adherence targets Ensuring accurate payroll management and minimizing administration errors and overpayments Supporting where required with the Recruitment and Learning and Development team to define specific recruitment and training needs Provide daily feedback on performance and general information to Operations Managers and Learning and Development Manage and develop the operational client relationships
Grade 12 Good ITC and clean criminal record Minimum 2-year team leader experience within a BPO or Contact Centre Ability to work shifts as per campaign requirements (Rotational Shifts Monday Sunday, UK Day light savings time) Good command of the English language Ability to work under pressure to achieve KPI's