Team Lead

Job Description

Proactively manage efficient team delivery and output within agreed service levels and business targets

Effectively manage business processes within the team, such as time and attendance reporting, to ensure customer satisfaction and accurate flow of information to internal sources

Resolve escalated enquiries and complaints, taking responsibility for the action required where necessary

Conduct return to work interviews after absenteeism

Conduct call monitoring either by listening into recorded calls or live calls and subsequently undertakes coaching sessions with team members

Regularly appraise and review staff in line with company methodology

Ensure training and development plans are maintained for all team members

Take direct control of team retention levels. Use company methodology and own initiatives to ensure retention targets are achieved

Provide motivation and management of the team members in order to maintain required levels of retention, attendance and operational excellence

Provide clear and constructive feedback to both good and bad performers

Disseminate information received from client contact point to the team members as soon as possible and ensure that the team members are fully briefed on information received