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Team Leader

Job Description

Team Leader 

Position Objective:

  • The Customer Service Team Leader is responsible for ensuring that the team of Customer Service Representatives (CSRs) are organized and motivated to provide best in class customer service on issues that range from billing queries to technical queries.  As the business continues to grow with 24/5 and weekend working, flexibility will be required.
  • Duties & Responsibilities:
  • Responsible for the daily performance of a group of 10-20 CSRs, ensuring adherence to SLA expectations (productivity, internal quality and external quality, etc.) on multiple communication channels
  • Ensure timely turnaround of customer queries and compliance of operational SLA’s & KPI’s
  • Coordinate the day to day activities of the team and facilitate the ramp up of additional activities as required
  • Resource & capacity planning
  • Team management - ensure all tasks are been carried out and that all teams are productive and working as efficient as possible
  • One to ones, Team meetings
  • Team Issues – attendance mgt, implement HR policies, return to work meetings
  • Define and review objectives
  • Develop and implement L&D plans for team members
  • Headcount management
  • Productivity/workflow mgt
  • Quality feedback, performance plans and follow up
  • Implementation and management of any new HR /AFS initiatives which come on board
  • participate in the recruitment and induction training of new staff
  • Continuously motivate the team to drive for success in customer satisfaction
  • Using the company performance management programme; appraise, coach, provide feedback & guidance.
  •  Provide regular and ad hoc reporting, working closely with the WFM manager
  •  Ensure consistency of standards and procedures with the global team
  • Ensure KPIs are met, inside and outside the SLA Measurement
  • Monitoring and regular reporting of activities within the team
  • Be the first point of contact for customer escalations, resolving issues, complaints and disputes timely and efficiently
  • Responsible for raising awareness of unusual trends in performance, team, attitude and other management parameters

Skills and Experience:

  •  Must have 12 months experience in AdWords or GMB  or previous team lead experience is essential for this role.​
  • Business/IT Degree or equivalent
  • AdWords or GMB (min. 12 months) or previous team lead experience is essential for this role.
  • Excellent communications skills
  • Demonstrate strong interpersonal and team building abilities, coaching skills, and people management experience
  • Strong presentation/relationship building capabilities and experience
  • Operational management and process excellence
  • Background in a Customer: Partner and/or Field Service related area has a clear advantage
  • Good overall business knowledge, appreciation & understanding of business processes
  • Customer Service Experience
  • Flexible, Can-Do Attitude
  • Excellent Communication skills required - both verbal and written
  • Must be highly competent in Microsoft Office (All Products)

 

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