Team lead
Sykes Enterprises, Incorporated
 United Kingdom
10d ago

Responsibilities include :

  • To gain the commitment of employees to the company goals and objectives.
  • Motivation, monitoring, calibration, coaching, training and development of employees as required.
  • To communicate the performance goals and measures to staff and to provide regular and constructive feedback via PEP feedback sessions and Performance Reviews in line with agreed processes and timescales.
  • To communicate the company policy and procedure to staff and ensure that they are adhered to.
  • To identify and implement any staff training needs.
  • To provide counsel where there are performance or conduct issues and, in conjunction with the HR department, to take appropriate disciplinary action where required, in line with the company policy.
  • To ensure that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently and escalate any issues where appropriate.
  • To ensure effective recruitment of appropriate staff to the team, including conducting interviews and liaison with the recruitment agency.
  • To develop and implement employee work schedules, including breaks, holidays and off-line time.
  • To solve any escalations which occur in line with the agreed procedure.
  • To meet or exceed account performance measures e.g. abandon rates, average talk times etc. for the team.
  • To ensure client satisfaction on quality and service levels.
  • Role requirements :

  • English (+ 1 European Language would be advantageous )
  • Educated to at least HND level or equivalent qualification / experience
  • Excellent communication skills both written and verbal
  • Man management and interpersonal skills
  • Report writing and analytical skills
  • Ability to identify problems, collate data, establish facts and draw conclusions.
  • Proficient with spreadsheets and word processing software
  • Ability to stay calm in a crisis
  • Previous Team Lead experience preferred
  • Options

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