Job Details
Skills And Tools:
Job Description
The senior team leader independently manages tasks up to being the project manager, depending on the size of the project. He/she may also have to stand in for a project manager in case of a temporary absence. He/she manages and animates a team of team leaders and develops their skills.
Responsibilities:
• Analyze business activity results and define the necessary action plans.
• Ensure the respect of processes and quality standards (ISO, NF345, LRS)
• Manage turnover and absenteeism, and implement the necessary action plans.
• Ensure the availability of resources and production means.
• Make decisions concerning complex problems and set up action plans to achieve objectives with the manager's support if necessary.
• Manage production incidents.
• Take care of project administration (invoicing, payments, paid leave…)
• Manage reporting demands.
• Elaborate and animate production committees, steering committees, and customer visits.
• Contribute to adding value to his/her perimeter.
• Manage, motivate, and gain team loyalty.
• Brief the team on their performance, customer requirements, and the Webhelp vision.
• Evaluate team members, define development areas, and support their rise in competencies.
• Identify the training needs of his/her team members.
• Ensure the respect of Webhelp values, and implement discipline and platform rules.
• Business activity manager.
• Production director.
• Performance coaching.
Job Requirements
Qualifications:
• Bachelor's degree in Business Administration or a related discipline.
• Previous Minimum experience in the BPO industry (English Call Center) as a Sr. Team Lead (Tele-Sales) is a must.
• Fluent English Speaker is a must.
• Team management skills, People-oriented.
• Experience in managing Team leaders.
• Excellent working knowledge of MS Office.
• Excellent computer skills.
• Business writing skills.
• excellent negotiation and convincing skills, problem-solving skills, communication skills, and representation skills.
• Ability to multitask, prioritize, and manage time efficiently.
