Team Leader-financial Regulated

2 weeks ago

Cape Town, South Africa Teleperformance South Africa Full time

**_Team Leader_**

**Job Overview**

The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.

**Main Responsibilities (but not limited to)**
- You should begin your day by evaluating the prior day/week/month performance reports
- Ensuring any agents with performance issues have been followed up with and tracked.
- Daily meetings with my team, ensuring Team have an understanding of daily & trended actual results versus the goals identifying agent outliers
- Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.
- Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.
- By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.
- You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans

**Skills & Attributes**
- Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure
- Team leadership and people development
- Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
- Good project management skills and experience
- Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations
- Superior judgment, diplomacy and tact
- Demonstrated ability to drive process changes and improvements
- Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).
- Goal driven, target orientated, able to step back and look at the bigger picture.
- Experience in writing documentation and standard operating procedures
- Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
- Professional approach to working with colleagues at all levels - Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
- Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.
- Motivated to work on own initiative.
- Excellent interpersonal and communication skills.
- Proven ability to make and implement decisions.
- Proven ability to influence change at all levels as appropriate.
- Accuracy and Variances
- Attendance and Adherence

**Competencies & Skills Required**
- Experience in Regulated/Financial sector
- Proven experience of NPS targets
- Proven Coaching experience
- Proven Performance Management Experience
- Takes personal responsibility
- Goes the extra mile to achieve agreed objectives
- Willingly shares knowledge, ideas and experience. Seeks feedback for continuous improvement
- Reflects Teleperformance’s values in their dealings with others, internally and externally
- Coaching others and talking through end to end processes of the call flow
- Have an enthusiastic, upbeat and proactive attitude and enjoy working towards targets.
- Excellent Administration Skills

**Qualifications and Experience**
- Supervisory/Team Leader/Management Experience
- 1-2 years’ experience as a Team leader in the BPO Industry
- Customer focus orientated background
- Previous experience in the Motor insurance Industry as a Team leader
- Team lead with experience in Fraud intelligence handling in the general insurance (motor) environment
- Motor insurance claims and policy experience
- Matric/ Equivalent
- Minimum of 1-2 years’ Team Leader experience within a service environment
- A positive mind-set with a passion for continuous improvement.
- Proven Performance Management Experience
- Ability to work late shifts (previous experience in a night shift campaign preferable)
- TL with previous call center webchat experience, preferably on an overseas campaign.

**Job Types**: Full-time, Permanent

**Salary**: R14,000.00 - R20,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

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