Contact Centre Team Leader (Retirements)

at  Diligenta

SUMMARY OF THE ROLE:

Lead and inspire a team of Customer Service Representatives to achieve operational goals and deliver outstanding service. As a Team Leader, you’ll oversee performance, foster team development, and drive results in alignment with business and client objectives.

WHAT YOU’LL BE DOING:

• Plan and optimize team resources to align with business goals, ensuring efficient workload management within budgets.
• Regularly review team performance against objectives, identify variances, and take proactive action to meet targets.
• Manage, coach, and develop team members, addressing performance issues promptly and encouraging potential growth.
• Organize and plan team development based on business needs, ensuring members are well-equipped with the skills and knowledge required.
• Implement continuous improvements to enhance team efficiency and effectiveness, applying systems thinking in day-to-day operations.
• Lead the team through corporate changes, maintaining commitment to company strategy, customer needs, and business goals.
• Ensure adherence to company and legal standards to maintain consistent quality output.