Call Center Team Leader (Photography Background)

KEY RESPONSIBILITIES   
 

• Manage the performance of the team, develop and coach team members when they are carrying out their normal duties  
• Recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience  
• Deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary  
• Conduct regular 1:1 daily checkpoints and weekly PEPs  
• Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans  
• Manage the workloads of the team, motivating them to ensure that all KPI’s are met  
• Communicate effectively with the team ensuring that all messages and information are being communicated consistently    
• Ensure a high standard of code and leadership by being a role model and setting an example for others to follow  
• Manage client relationships where applicable 
• To manage the day to day activities in the call center with your peers and OMD team    
• Ensure that agreed service levels for the support are consistently delivered across all lines of business  To be flexible, independent and innovative    
• Communicate with Remote sites and Client - on a weekly basis   
     
  Quality:   
   
• Monitor and feedback on all transactions (calls; emails, faxes, data entry, case logs) as applicable to current and future business needs.  
• Provide individual coaching & training to team members where appropriate.  
• Reach targets in respect of quality  
• Foster a culture of continuous improvement in the account and overall operation