The Team Lead manages a team of Customer Service Representatives. They may also supervise a Senior Customer Service Representatives (SCSRs) and/or a Subject Matter Expert (SMEs)
RESPONSIBILITIES
Lead and inspire a team to deliver excellent levels of individual/team performance and customer satisfaction
Manage day-to-day activities such as checking of team attendance, answering concerns, listening and auditing calls, and coaching.
Responsible for the overall attendance of the team including but not limited to schedule, breaks, overtime and/or leaves.
Ensure policies and procedures are followed with correct documentation.
Streamline updates to the team and ensure parallel understanding.
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Work with the management team to identify and deliver positive change and business efficiencies
Support the Group Managers to highlight operational risks and areas for improvement
Attend regular meetings both for management and calibration.
Communicate with the IT Department for any technical concerns of the team.
Other duties that may be assigned from time to time
QUALIFICATIONS
Excellent Communication Skills - oral, written and listening skills included
Exceptional Organizational Skills
Preferably with at least 12 months tenure in the company
Outstanding attendance record with minimal concerns
Highly efficient with excellent Time Management and communication Skills.
Receptive to feedback and willing to modify approach to improve
Proficient in handling basic software, internet and has good navigation skills
Experience in coaching/mentoring, materials development.
Comfort in teaching or public speaking
Self motivated: able to finish a task with minimum oversight