.We are looking for self-motivated, results-orientated, mature individuals with sound leadership skills, to be responsible for driving performance and achieving the agreed KPIs, while building a positive, people-focused team environment.Key responsibilities will include:Driving Operational ExcellenceLeading a team of Customer Service Associates to perform effectively against set targets/KPIsEnsuring that all customer contacts/queries are managed in a proactive and timely manner in accordance with agreed SLA KPIsReviewing and managing each team member’s performanceIdentifying and communicating barriers to performance/service delivery to the Deputy ManagerEnsuring adherence to Standard Operating Procedures and company policiesTeam LeadershipKeeping the team informed of anything happening that may impact themEstablishing good rapport within the team and with other teamsHaving regular Team Meetings, as well as individual Status Sessions with each team memberActively supporting the team to meet their deadlines and targetsDriving team-building initiatives and supporting company activitiesLiving the company’s values in all day-to-day activitiesBeing a role model to the teamSupporting the team through periods of changeLearning & DevelopmentWorking closely with Operations Support, Training & HR to support the journey of new startersProviding feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targetsEnsuring that each team member has a Personal Development PlanAttending all meetings and training as per client and company requirements to keep up-to-date all relevant client and company information
