Team Leader

Responsibilities:
• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings
• Keeping up to date with business development and new product lines
• Reporting to the SOC Operation 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 Manager to highlight operational risks and areas for improvement
• Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Escalate any appropriate problems to HOD and / or senior management
Required Skills and Experience:
• Minimum Degree in any relevant field
• Team management experience
• Coaching and communication skills
• Minimum of 2 years’ experience within a contact centre environment as a Team Lead/ 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
• Positive Minded and creative thinking
• Able to support a 24/7 call centre