Team Leader

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis

o Ensure a high retention of employees

o Provide leadership, coaching, and mentoring to the CCRs to develop their competencies and position them for success

o Analyze metrics and ensure CCRs are taking appropriate and timely action

o Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results

o Champion the coaching model

o Foster a work environment that values the people and encourages participation, creativity, learning and accountability

o Responsible for employee recruitment in order to meet business objectives

o Ensure team adopts and sustains change

o Identify opportunities for process and system improvements

o Communicate openly with team ensuring messages and initiatives are clearly understood

o Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies

o Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic

o Interact directly with members, as required

o Manage absenteeism/vacations as per the targets and policies

o Participate in Projects as per the needs of the business

We are an equal opportunity employer and welcome applications from Persons with Disabilities.

Job Category: Call Centre