Team Lead

• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings
• Keeping up to date with business development and new product lines
• Reporting to the Customer Service Manager
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Operations Manager to highlight operational risks and areas for improvement
• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Escalate any appropriate problems to senior management
• Support the Senior Manager to highlight operational risks and areas for improvement

Acquire BPO