Overall Job Purpose
Overall responsibility for the day to day management of the Team Leader group, reviewing people/process regularly to ensure that we meet and exceed all SLA’s whilst making adjustments and recommendations as required. Ensuring operational metrics (daily, weekly, monthly, and quarterly) are clearly communicated, understood and achieved.
Prepare and present ongoing KPI performance and action plans to the client in weekly/monthly performance reviews. Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations.
Duties and Responsibilities
● Enable a culture of continuous improvement, including actively championing root cause analysis and deployment of corrective action at source. Work closely with the Operations Manager and HR/Recruitment team to deliver resource requirements in line with contractual requirements, staff attendance & attrition objectives.
● Promote Innovation Programme and support ideas implementation in order to drive efficiency and improve key SLA/KPI metrics
● Work closely with the Operations Manager and HR/Recruitment team to deliver resource requirements in line with contractual requirements; and staff attendance & attrition objectives.
● In conjunction with the Operations Manager and Training Leads, ensure tight implementation of staff training, development and performance programmes and ensure that processes and milestones are adhered to so that performance is optimized and employees are able to reach their full potential.
● Manage performance of direct reports against agreed goals for both results and behaviours, and review performance regularly.
● Promote and sustain a supportive learning environment.
● Ensure employees are thoroughly briefed and trained prior to the introduction of new processes to ensure implementation complies with the exacting requirements of the client, so that customer satisfaction / customer value are delivered to plan.
● Conduct Team Meetings with direct reports to ensure expedient communication and provide an open forum for input. Drive and implement team activities.
● Lead by example, be approachable and demonstrate a “can do” attitude to develop a culture of teamwork to drive the achievement and exceeding of targets. Ensure involvement of employees in decision making regarding issue resolution and future strategy planning. Encourage and drive a culture of positive employee engagement.
● Coach and mentor Team Leaders to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plans for improvement. Be prepared to take more formal action when goals are not achieved.
● Responsible for understanding and working with the client's statement of work.
● Act as an escalation point for employee relations, and customer issues, where the Team Leader assesses the need for additional support. Manage conflict and problem resolution for both types of situations.
● Prepare and present ongoing KPI performance and action plans to the client in weekly/monthly performance reviews.
● Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations.
● Responsible for implementation and ownership of service improvement plans where required when KPI / SLA performance falls short of agreed target with client.
● Close cross-site cooperation with Operations Leads and teams based in other Arvato locations to ensure smooth execution of client requests and implementation of actions required to achieve common goals.
● Focus on driving and promoting innovations to improve overall efficiency and quality of work performed
Required Qualifications & Experience
● Line management of 50+ staff.
● Must have a minimum of 12 months Team Leader experience.
● Excellent communication skills
● Experience in client facing environment including direct reporting and professional relationship management
● Best practice back office/customer service/contact centre experience and delivering high quality results
● Experience of working as an outsource partner.
● Knowledge of solution design process, procedures and operating models
● Experience of interpreting operational data and its effect on the service.
● Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets.
● Experience of developing and implementing best practice processes to achieve high levels of staff attendance and minimize staff attrition.
● Conversant with contact centre technology.
● Reporting abilities in a number of formats i.e. Excel and PowerPoint, Google Docs/Sheets/Slides
Competencies
● Initiative
● Solution Orientation
● Collaboration
● Organizational Commitment
● Providing Direction
● Developing People
● Impact and Influence
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, as needed.
