Team Leader

OVERALL PURPOSE:

The Team Leader provides a consistent excellent quality customer service experience by ensuring Frontline Representatives are motivated, coached, developed and skilled to meet SLAs and performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Team Leader reports to the Operations Manager.

RESPONSIBILITIES:

•       Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent.

•       Goal setting and alignment. Set clear team and individual goals aligned with organizational objectives. Regularly review and adjust goals as needed.

•       Ensure high retention of employees

•       Provide leadership, coaching, and mentoring to the develop the competencies of member support representatives and position them for success

•       Analyze metrics and ensure taking appropriate and timely actions are done

•       Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results

•       Facilitation of new hire / upskill training as applicable

•       Champion the coaching model. Performance evaluations and feedback. Conduct regular performance reviews. Provide constructive feedback to team members

•       Foster a work environment that values the people and encourages participation, creativity, learning and accountability

•       Responsible for employee recruitment in order to meet business objectives

•       Ensure team adopts and sustains change

•       Identify opportunities for process and system improvements and encourage innovative thinking and problem-solving within the team

•       Communicate openly with team ensuring messages and initiatives are clearly understood

•       Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic.

•       Foster collaboration with other departments and teams

•       Interact directly with clients or advisors, as required

•       Manage absenteeism/vacations as per the targets and policies

•       Participate in Projects as per the needs of the business

•       Compliance and risk management. Ensure team compliance with company policies and regulations.

•       Promote ongoing learning and professional development opportunities

•       Conflict resolution by addressing and resolving conflicts within the team.

COMPETENCIES REQUIRED:

• Collaborates Effectively – partners to deliver on team and organization goals.
• Communicates Confidently – Shares relevant information in a direct, compelling, and transparent fashion. This is in horizontal and vertical structure.
• Takes Accountability – Sets and achieves stretch objectives.
• Attracts, develops, and retain talents – Ensures a ready and skilled supply of talent to meet current & future business needs. Participates & promotes employee retention & development.
• Builds and applies self-insight – Seeks self-awareness, taking action to build trust and credibility.
• Drives for action – Acts quickly and decisively to seize business opportunities.
• Embrace differences – Appreciates and leverages diversity (e.g. culture, abilities, and perspectives).
• Generates innovative solutions – thinks creatively to positively impact the business.
• Leads change – Inspires a shared vision and models the way.
• Manages complexity – Maintains momentum by managing dilemmas and dealing well with ambiguity.
• Thinks and acts strategically – Creates competitive advantage for the organization.

QUALIFICATIONS:

• College graduate
• At least 1.5 years' experience in a team leader/supervisor capacity
• Previous related work experience in an Insurance account in a BPO setting is required
• Proven Customer Service Skills
• Proven leadership capability and a strong results orientation
• Ability to influence change through positive motivation
• Capable of working in a structured and tactical management operating system
• Strong coaching, leading and performance management skills
• Able to analyze, identify improvement opportunities and build sustainable processes
• Excellent change management skills
• Strong communication skills (verbal and written)
• Strong team player / team building skills