Team Leader

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Job Description

The Team Leader will be responsible for managing the performance of assigned Customer Service Agents and apply strategic processes to improve team performance and contribute to the ongoing improvement of the assigned account.

• Improve & sustain team performance to deliver and exceed assigned key performance indicators (KPIs)
• Maintain a daily/weekly/monthly operating rhythm
• Maintain and develop relevant knowledge of TripADeal processes
• Manage productivity / service levels
• Evaluate communications (chat, webform,voice) based on quality standards
• Train and educate staff to handle new procedures
• Drive efficiency and process improvement based on customer & client feedback
• Develop and maintain healthy and productive working relationships and team culture
• Ensure clear communication with key stakeholders
• Identify opportunities to improve that contribute to the success of the entire centre
• Implement development plans for underperforming agents
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Complete all necessary training requirements and professional development opportunities, self and team
  
  

Qualifications

• At least 1 year of Team Leader experience
• Preferably handled Financial account but not required
• Process driven
• Able to quickly build rapport and gain trust
• Must be amenable to work in Global One, Eastwood
• Must be amenable to work in shifting schedule
  
  

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