Team Leader

Job Description

The Team Leader will be responsible for managing the performance of

Assigned Customer Service Agents and apply strategic processes to improve team performance and contribute to the ongoing improvement of the account.

• Improve & sustain team performance to deliver and exceed assigned key performance indicators (KPIs)
• Maintain a daily/weekly/monthly operating rhythm
• Manage productivity/ service levels
• Evaluate communications (chat,webform,voice) based on quality standards
• Train and educate staff to handle new procedures
• Drive efficiency and process improvement based on customer & client feedback
• Develop and maintain healthy and productive working relationships and team culture
• Ensure clear communication with key stakeholders
• Identify opportunities to improve that contribute to the success of the entire centre
• Implement development plans for underperforming agents
• 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 development opportunities,self and team