Partner Support Team Leader

Responsibilities:

• Work closely with the team, motivating and coaching them.
• Facilitate meetings with management to discuss performance issues and provide feedback on progress.
• Participate in the Quality monitoring process.
• Manage a performance improvement routine, set priorities and improve procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members.
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Support the Operations Manager to highlight operational risks and areas for improvement.
• Lead and inspire a team to deliver excellent levels of individual/team performance and customer satisfaction.
• Support the Operations Manager to deliver business targets and objectives and create a performance oriented culture.
• Keep up to date with any industry changes affecting the business and relay this knowledge back to the team.
• Work with the management team to identify and deliver positive change and business efficiencies.
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets.
• Escalate any appropriate problems to senior management.