Team Lead

Purpose of Position

1. To assist with managing the Customer Service Centre to maximize service levels and capacity utilization.
2. Implement new strategies designed to enhance service delivery to customers/clients and ensure compliance.
3. Participate in the formulation and implementation of operational policies and procedures.
4. To ensure the timely processing of all digital transactions.

Key Responsibilities

• Collaborates with the Customer Service Centre Manager to set specific targets for CSR’s
• Monitor and drive individual and team performance against a set of key performance indicators (KPIs)
• Develop process manuals/scripts for products and services supported by the CSC
• Conduct daily review of call management reports and monitor performance standards 
• Coach, guide Customer Service Representatives to meet and exceed individual and team goals while adhering to the performance standards and measurement set.
• Manage call escalations 
• Preparing and submitting timely reports as per agreed standards
• Ensure accurate customer data is captured by the CSRs
• Assist in cost management with the CSC
• Coordinate/facilitate all training by the communicated deadline and update training records for team members
• Perform and administer bi-annual performance evaluations/appraisal of staff, using the opportunity to build rapport, coach, counsel and develop the CSRs.

Required Qualification, Experience, Knowledge

• BSc Degree in Business Administration or its equivalent
• Diploma in Supervisory Management (optional)
• Proficiency with MS Office
• Three (3) years or more working experience in a supervisory capacity
  Call Centre experience
• Outstanding communication and interpersonal skills to create and foster an atmosphere of teamwork and high motivation
• High level of confidentiality, integrity, and customer orientation.
• Capacity to stay focused and results-oriented to handle multiple tasks and maintain balance and adaptability in a fast-paced environment.
• Ability to manage and plan for peaks and lows in a high volume in the CSC and to act appropriately in a crisis and under pressure.
• Ability to coach and give feedback in a constructive manner to ensure CSRs buy-in and improve performance.

GraceKennedy's Competencies

GraceKennedy embraces six key competencies that all employees, regardless of level, should master and demonstrate across the organization. These are:
•    Results Oriented
•    Digitally Savvy
•    Collaborative
•    Engaging & Inspiring
•    Diversity-Embracing
•    GK Values-Driven