XTN-6C9F670 SENIOR TEAM LEAD

At RANDEM Global, Right People are our biggest asset. We can provide you with the skills and opportunity to develop and reach your full potential – what’s most important is that you’re a good fit and willing to learn. We know that there is no such thing as the perfect applicant with the complete set of skills. We believe in a challenger mindset at RANDEM Global and if you feel that you could challenge and develop into this role, then we want to hear from you.

Our growing company is seeking to hire a Senior Team Leader who will be responsible for leading and motivating teams, overseeing daily operations, and acting as a liaison between the teams and the upper management. Key responsibilities involve setting clear goals, delegating tasks, monitoring performance, providing coaching and feedback, and resolving conflicts. To be successful as a Senior Team Leader, you should have strong leadership, communication, and problem-solving skills, often with experience in performance metrics and strategic planning. Ultimately, a strong Senior Team Leader can manage both staff and leadership team, with clear focus on performance, growth and development.

• Fast-paced, highly dynamic work environment
• Global Company addressing medium-large scale businesses
• Young, vibrant team
• Managing the day-to-day activities of the team
• Motivating the team to achieve organizational goals
• Help us create targets for individuals and teams
• Developing and implementing a timeline to achieve targets
• Hire and onboard new employees
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Delegating tasks to team members
• Conducting training of team members to maximize their potential
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills
• Creating a pleasant working environment that inspires the team
• Devise ways to optimize procedures and keep staff motivated
• Measure team performance with key metrics such as call abandonment٫ calls waiting٫ sales, quality, csat, service levels, etc.
• Ensure adherence to policies for attendance٫ established procedures etc.
• Keep management well-informed about issues and problems
• Prepare monthly/annual results and performance reports
• Contributing to the growth of the company through a successful team.
• Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs
• Communicate with clients via phone/email/chat
• Attend all requested meetings with team, manager, etc.
• Other duties, as assigned
  
  
  

• Team leadership and motivation: Guide, coach, and motivate team members to achieve their full potential and foster a positive, collaborative environment.
• Goal setting and task delegation: Set clear team goals, delegate tasks based on individual strengths, and manage deadlines.
• Performance management: Monitor team performance against key metrics, conduct performance reviews, and implement strategies for improvement.
• Operational oversight: Oversee daily operations, ensure adherence to quality standards and company policies, and manage resources effectively.
• Communication and reporting: Act as a bridge between the team and upper management, communicating team progress, goals, and issues.
• Problem-solving and conflict resolution: Address and resolve escalated issues and conflicts within the team to maintain a productive workflow.
• Training and development: Identify training needs and provide coaching to enhance team members skills.
• Proven experience in a leadership or supervisory role
• Strong leadership, decision-making, and problem-solving skills.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Proficiency with performance metrics and reporting
• Meeting KPI goals by monitoring progress
• Ability to work under pressure and manage multiple priorities
• Strong business sense and industry expertise
• Proven ability to create, implement and drive process from plan to close
• Excellent mentoring, coaching and people management skills
  
  
  

• Stable internet connection
• Back-up Internet Service Provider
  
  
  

• Team Performance – Sales, Attendance, QA, CSAT, Service Levels, Conversion Rate, Completion Rate, Speed of Answer, DSAT & Complaints Reduction Count, AHT, Save Rate, FCA Compliance, Average Dials
• Own Performance – Sales, Attendance, QA, CSAT, Control Checks, Deliverables/Reports, Coaching Compliance, Employee Engagement Score KPI may vary each month, depending on account needs and client demand