Let’s talk about the team

A team committed to delivering exceptional customer experiences by fostering engagement, motivation, and continuous improvement.

Let’s talk about the role

The Team Leader is responsible for leading and guiding a team of customer service representatives, providing coaching, mentoring, and support to enhance their performance and professional growth. They develop comprehensive training programs, ensure proper onboarding of new team members, and maintain a robust quality management system to ensure exceptional customer experiences. The Team Leader drives the achievement of Key Performance Indicators (KPIs) by monitoring progress, implementing strategies, and optimizing team performance.

Let’s talk about you

Team Leadership and Development:

Lead and guide a team of customer service representatives, providing coaching, mentoring, and support to enhance their performance and professional growth.Conduct regular one-on-one meetings with team members to provide feedback, address concerns, and facilitate clear career development plans.Serve as a role model for the team, demonstrating exemplary customer service skills, professionalism, and a positive work ethic.Foster a culture of engagement and motivation among team members, encouraging their active participation, recognizing their contributions, and promoting a positive work environment.

Training and Onboarding:

Develop comprehensive training programs and ensure team members receive proper training to excel in their roles, including continuous learning and skill enhancement initiatives.Facilitate the onboarding process for new team members, ensuring smooth integration into the team and providing necessary training and resources.

Quality Management and Customer Experience:

Implement and maintain a robust quality management system, including monitoring and evaluating customer interactions to ensure exceptional customer experiences and adherence to service standards.Provide support and guidance during challenging customer interactions or escalated issues, ensuring swift resolution and customer satisfaction.

Performance Monitoring and Improvement:

Drive the achievement of Key Performance Indicators (KPIs) by setting targets, monitoring progress, and implementing strategies to optimize team performance and productivity.Analyze performance data, generate reports, and present insights to upper management, highlighting areas of improvement and strategies for enhancing team effectiveness.Conduct performance evaluations and provide regular performance feedback to team members, identifying areas of improvement and facilitating performance and productivity improvement plans when necessary.

Communication and Advocacy:

Act as a liaison between the team and upper management, conveying team concerns, providing feedback on operational processes, and advocating for necessary resources or support.

Let’s talk about qualifications and experienceLeadership Skills: Strong leadership abilities with the ability to inspire and motivate a team towards achieving goals and targets.Customer Service Experience: Extensive experience in a customer service role, preferably in a contact center environment, to understand customer needs, expectations, and common challenges.Communication Skills: Excellent verbal and written communication skills to effectively communicate with team members, upper management, and customers. Active listening skills are also important for understanding and addressing concerns.Coaching and Mentoring: Proven experience in coaching, mentoring, and developing team members to enhance their skills, performance, and career growth.Training and Onboarding: Experience in designing and delivering comprehensive training programs, including onboarding processes, to ensure smooth integration and ongoing development of team members.Quality Management: Familiarity with quality management systems and monitoring processes to ensure adherence to service standards, analyze customer interactions, and provide feedback for improvement.Performance Management: Experience in setting and monitoring Key Performance Indicators (KPIs), implementing strategies to optimize team performance and productivity, conducting performance evaluations, and facilitating performance improvement plans.Conflict Resolution: Skill in conflict resolution and handling difficult customer interactions to ensure swift resolution, customer satisfaction, and maintain a positive work environment.

What Does Success Look Like?Highly motivated and engaged team (measured through Glint Engagement Score).Quality review system in place which monitors and reports on agreed quality guidelines (monitored via CSR Scorecard).Offer high-quality coaching and guidance to the team of CSR.Ensure team productivity is above the expected guideline for their role (measured via Average Productivity dashboard).Ensure team achieves KPI’s that are outlined in the Monthly Operational Review.Accountable for all ongoing training including new member onboarding.

What is Out of Scope for this Position?Large-scale project management.Process document creation and management. However, this position should be responsible for flagging these requirements or missed processes.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.