Overall Job Purpose
This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As a Team Leader you will be responsible for managing a team of agents to support our client. You will responsible for running the day to business including business continuity planning, client relationship management, performance management, leadership and coaching.
Duties and Responsibilities
● Manage the daily performance of employees, ensuring adherence to SLA expectations (e.g. productivity & quality)
● Manage effective client communication and interaction
● Coordinate cross location support with other support providers globally
● Ensure efficient resource & capacity planning
● Ensure team are productive - effective and efficient
● One to ones, team meetings, reviews
● Team Issues – attendance management, HR policy implementation
● Define and review performance objectives
● Productivity/workflow management
● Quality feedback, performance plans and follow up
● Implementation and management of any new initiatives
● Participation in recruitment and induction training of new staff
● Continuously motivate the team to drive for success in customer satisfaction
● Provide regular and ad hoc reporting
● Monitoring and regular reporting of activities within the team
● Be the first point of contact for customer escalations - resolving issues, complaints and disputes effectively and efficiently
● Responsible for raising awareness of unusual trends in performance, team, attitude and other management parameters
Required Qualifications & Experience
● Leadership skills – creativity, confidence and motivation
● Demonstrated strong interpersonal and team building abilities, coaching skills, and people management experience
● Strong presentation/relationship building capabilities and experience
● Good overall business knowledge, appreciation & understanding of contact centre business processes
● Flexible, Can-Do Attitude and excellent communication skills
● Organizational skills
● Reporting abilities in a number of formats i.e. Excel and PowerPoint
Competencies
● Creativity and Innovation
● Commercial and Business Acumen
● Integrity, Values and Ethics
● Customer Focus
● Team Work
● Results Orientation
● Organising and Planning
● Change Management
● Decision Making
● Problem Solving
What we offer
● Vibrant, multi-cultural city centre environment
● Quarterly performance bonus
● Comprehensive Benefits Package
● Employee Assistance Program
● Subsidised Health Insurance
● Access to Discount Schemes
● Career & Personal Development
● E learning access
● Paid Annual Leave
● Paid Sick Leave after Probation
About Arvato
Great brands entrust their customer service to Arvato. We’re global with a long-term perspective, cross customer journey know-how and support Driven by technology, differentiated by experience, powered by people.
Arvato is the Industry and Services Division of Bertelsmann AG, which ranks among the world's leading companies. Find out more here: www.arvato.com/en
Arvato is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
At Arvato we recognise that different ideas, perspectives and beliefs are valuable assets that contribute and shape our company culture and are fundamental to our core basic values of partnership, creativity, entrepreneurialism and social responsibility
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time,
