Team Lead

• 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 and ACT 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.
• Disseminates 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.

Responsibilities

• Ensure information security, legal and contractual compliance within operations through awareness and trainings of their teams
• Communicate IS related issues  and IS incidents to Senior Management
• New and existing information in soft form or hard form is classified, labeled, controlled and secured as described in the appropriate IS procedures
• Utilize the authorizations and accessibilities provided in compliance with ISMS requirements by following policies and through use of procedures and guidelines available
• Perform / Support Risk Assessment process and ensure Risk Treatment and Business Continuity implementation and plans within their area of operations
• Ensure that their teams follow acceptable usage of assets and services guidelines
• Ensure that all violations are reported immediately to relevant authorities for appropriate on-time actions (inclusive of disciplinary actions)