Team Leader

Job Description

Main Activities and Responsibilities:

• Monitor employee performance against work schedules and real-time productivity through applications.
• Listen to and/or review and score calls according to the Quality Framework
• Coach and mentor agents to ensure consistent competency and performance.
• Maintain operational reports to allocate daily tasks and track team performance.
• Continually maintain working knowledge of all products, services, systems
• Act as a conduit between Probe CX and the client, ensuring clear and effective communication channels.
• Develop and maintain relevant knowledge of campaign products and systems
• Ensure clear, constructive and timely communication with key stakeholders
• To become multi-skilled in order to respond to any customer inquiry promptly, accurately and effectively at all times (if needed)
• To engage with other parts of the business to provide customers with solutions to their enquiry/complaint.
• To maintain a balance in decision making ensuring that both the needs of the customer and those of the Company are met.
• Work collaboratively with other parts of the business to identify improvement opportunities and drive change throughout the organisation.
• To be able and willing to train other team members
• To be able to perform other adhoc admin activities when required.
• Proactively manage risk and maintain quality assurance across all functions of the call centre.
• Contribute to the medium-long term health of your team and contact centre
• Implement and support cultural activities and reward and recognition programs
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Complete all necessary training requirements and professional developmentopportunities.