Team Leader (RTB)

As Team Leader within the contact centre your main purpose is to support, manage and develop your team. Through effective management you will ensure the agreed SLA’s between the client and the contact centre are achieved. As Team Leader, your behaviour will be seen and mirrored within the team which will lead to an effective, inspirational and result driven environment.

Main Responsibilities

• Coach, develop and support your team members ensuring regular formal and informal 1:1s and compliance with the Fexco PMD framework
• Take responsibility and ownership for the productivity of your team
• Support team in meeting agreed targets
• Practice the values of teamwork adopting a lead by example approach with your team
• Be familiar with and practice a consistent and reasonable approach to company policies and procedures
• Be quality focused with attention to detail at all times
• Support a can-do culture in terms of responding to customer needs
• Direct your team to provide high quality customer service to the clients SLA ensuring that all members are familiar with the client and company brand values
• Understand the various working systems and working procedures to ensure you have the tools to effectively lead your team
• Motivate your team members to perform at their optimum through understanding different personalities and tailoring your style accordingly
• Use effective communication skills to ensure all functions are familiar and kept up to date on the progress and status of your teams’ performance and adherence
• Act as point of contact for client queries and escalations when necessary
• Investigate client queries for your team members
• Demonstrate effective time management and multi-tasking ability in relation to your workload.
• Any other ad hoc duties as required.

Competencies Required

The successful candidate is likely to:

• Be Flexible and adaptable with a positive attitude to change
• Possess a high level of commercial and business focus to ensure the relevance of all activities and solutions
• Demonstrate analytical capacity and innovative problem-solving skills
• Possess a professional, diplomatic and analytical approach to your own specific tasks and those of your team
• Display strong coaching and mentoring ability
• Demonstrate confidence, decisiveness and influencing behaviour in the workplace
• Understand and display strong communication skills and values
• Possess a professional, diplomatic and analytical approach to your own specific tasks and those of your team
• Proven experience with direct responsibility to manage staff in all aspects of people management within a multi-functional environment in all aspects of people management

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.