Team Leader - Player Support

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Requirements:

• Previous Supervisory/Team Leader/Manager experience preferably within an outsourced or contact centre environment.
• Proven track record of exceeding targets through building strong client relationships.
• Excellent presentation, verbal, written, communication and interpersonal skills.
• Self-motivated with the ability to forecast campaign opportunities.
• Must possess confidence, enthusiasm, and energy.
• Well-organized with attention to detail.
• Be a fantastic advocate for the brand.

Responsibilities:

• Responsible for the delivery of assigned department SLAs, ensuring compliance and efficiency targets are met or exceeded.
• Manage agent and team performance versus KPIs and targets.
• Provide guidance, coaching feedback, and development plans for the team.
• Oversee the full people management cycle of the team.
• Work proactively with stakeholders to maintain compliance and performance.
• Analyze campaign data with other Team Leaders and identify key areas for development.