Team Leader

The Role:

Effective performance management of a team through a focus on learning, coaching and development in order to deliver outstanding customer support and service in accordance with contractual SLA’s.

• Manage, motivate and develop employees through effective performance management
• Generate a learning, coaching and feedback culture within team, ensuring absolute honesty and fairness
• Conduct monthly and annual reviews with Agents highlighting coaching opportunities and career development
• Conduct regular quality monitoring ensuring quality standards are met
• Monitor team and individual productivity to ensure that service level agreements are maintained
• Managers in line with the business operating procedures e.g sickness and scheduled adherence
• Complete require management reporting through use of appropriate systems to ensure that all necessary information is available
• Deliver into team performance and processes improvements programmes to move towards problem prevention as requested.
• Demonstrate commitment to WDS Values
• Maintain a high standard in personal KPI targets as defined

Experience:

Essential

• Minimum 2 years proven experience in leading, motivating, and developing teams of greater than 10 employee’s
• Ability to Demonstrate that the candidate is driven, committed and results orientated with the proven ability to meet KPI’s
• Motivated by successfully meeting customer needs - a desire to go beyond the call of duty to exceed the customer's expectations
• Knowledge of best practice in terms of service excellence initiatives
• Knowledge of call-centre technology and telephony systems
• Strong interpersonal and influence management skills
• Demonstrates the ability to think tactically and translate tactics into action plans
• Proven communication skills
• Self motivated, uses initiative and problem solve
• General knowledge of all MS office programs such as word, excel and power-point

Desirable

• Wireless data and GSM experience
• Formal qualifications with A-Levels a minimum requirement
• Formal job related qualifications
• Comfortable with technology and relish new opportunities
• Financial or banking background

Outcomes

• Achievement of customer contractual KPI’s
• Improvement in call centre quality through effective learning, coaching and development of team
• Management of end customer issues ensuring the customer is satisfied and that the issue is resolved in an efficient manner
• Ensure proactive knowledge transfer through the business