IJP: Assistant Team Leader

Job Description

As a Assistant Team Leader, you will oversee the daily operations and performance of your team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met. Youll manage team schedules, conduct coaching sessions, and lead development initiatives, such as team huddles, to enhance individual and team performance. Your role includes identifying areas for improvement, providing actionable solutions, and fostering a culture of excellence to deliver superior customer experiences. Additionally, youll handle performance reporting, address HR-related concerns, and act as a liaison between management and your team. Success in this role requires strong organizational skills, creativity in problem-solving, and the ability to inspire and lead your team effectively.

Day To Day Responsibilities

Managing the daily operations of the contact centre. Performance management & KPI targets met

Your Time: 50%

• Daily monitoring of your teams live performance to provide in flight support, this included KPIs and non-KPI targets
• Retrospectively identifying opportunities as a collective team and individually based on their historical performance through Datagamz and tableau
• Supporting the wider team & other team leaders when required
• Proactively seeking clarification on process and procedural uncertainties
• Handling customer complaints directly and indirectly
• Phone System & Queue maintenance & monitoring
  
  
  

Motivating and retaining staff / Leading by example.

Your Time: 30%

• Leads and drives the team for continuous improvements towards a set goal, both set KPIs and non KPIs related to process and policy adherence with equal importance.
• Identify agents opportunities that affect the performance and agree on an action plan through effective coaching.
• Works with STL on creating career development plans based on competency framework
  
  
  

Staff recruitment, planning & development.

Your Time: 10%

• Providing effective coaching in weekly 1:1
• Supporting the team and providing personal development guidance
  
  
  

Growth Mindset & value driven

Your Time: 10%

• Contributes to other projects if requested and when needed by the business
• Lives and breathes the HelloConnect company values in their day to day
  
  
  

Required Skills & Key Competencies:

• Proven leadership ability with strong people management skills.
• High-level understanding of contact centre systems, metrics, and operations.
• Exceptional customer service expertise and performance management experience.
• Confident, articulate communicator with a positive, can-do attitude who leads by example.
• Proficiency in Google Suite; experience with Genesys Cloud is a plus.
• Strong coaching, training, and development capabilities.
• Ability to implement and integrate continuous improvement strategies.
• Knowledge of occupational health and safety best practices.