The role of the Team Leader is to meet and exceed business objectives ensuring consistent achievement of all targets and KPIs. He/She is also responsible to manage, inspire and motivate staff and leaders to ensure operational excellence, high employee and client engagement and service improvement is achieved.

• Responsible for leading the team and for the delivery of the overall operational metrics & targets.
• Manage day to day operations and be quick in addressing obstacles and deliver resolutions
• Maintain and improve performance by identifying and resolving problems including completion of action plans
• Analyse reports, data and trend for strategic planning to reach targets
• Recommend action plans based on day to day statistics and numbers
• Coordinate directly to the client for any issues within the team that need to be addressed
• Ensure delivery of KPIs and targets including day to day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the team by optimising the skills of the existing team. In partnership with our internal recruitment teams, hire the best talent for the roles.
• Motivate and effectively performance manage the team to ensure delivery of overall targets and business plan
• Manage and develop client relationships by conducting (where appropriate) client reviews and day to day ops liaison within key workstream
• Set and review Quality performance standards and organisational objectives
• Coordinate and administer scheduling systems and roster of staff
• Enforce policies and procedures by overseeing the administration of coaching and corrective actions
• Assist the client with any reports, documentations or ad hoc tasks as needed

• Proven working experience as a team manager or operations manager for min of 5 years
• Previous background in BPO or shared services settings preferably with AU and or NZ campaigns
• Solid experience in working directly with clients and managing offshore team
• People oriented and results driven
• Excellent in English communication both verbal and written

Note: Our recruitment team will call you should you qualify for the post.