Job Descriptions

PART 2:  Role PurposeThe Team Leader is required to manage and lead a team of back-office employees. You will be the contact point for all team members to communicate company targets and goals, safety practices and deadlines to team. You will be responsible for achieving a set of operational KPIs and should be able to act proactively to ensure smooth team operations and effective collaboration.
Ultimately, you should lead by setting a good example and engage the team to achieve goals.

Benefits:

• Pension plan
• Life assurance – 4 times your annual salary
• Employee assistance programme
• Refer a friend scheme
• Maternity pay
• Employee discounts – on hotels, gyms, electronics and more
• Educational assistance
• Career progression opportunities
• Christmas savings club
• Long Service Awards

1Adhere to and maintain compliance with all Health and Safety procedures within your work. Ensuring you are responsible for yourself and/or team members who report into you

2Managing client relationships in a professional manner, field and BO capacity with our clients to maximise our revenue and managing and rostering both Agents and Engineers schedules in a fair and efficient way

3Ensuring engineers are crewed on a daily basis with the most efficient schedule to meet client and Actavo requirements

4Answers team member questions, helping with team member problems, managing Team members training to maximise their capabilities and monitoring team adherence, performance, reporting on metrics on a daily basis

5Setting clear team goals, delegating tasks and set deadlines for your internal team and provide one to one feedback to each team member on a monthly basis

6Conduct team meetings to update members on best practices and continuing expectations, generating and sharing comprehensive and detailed reports about team performance, mission-related objectives, and deadlines to management team

7Develop strategies to promote team member adherence to company regulations and performance goals

8Ensure company brand materials and physical working spaces meet and exceed company presentation standards

9Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer queries

10Support the team manager and perform management duties when manager is absent or out of office

11Deliver innovate ideas to ensure the team and Actavo are continuously improving
processes

12Assist management with hiring processes when desired 

PART 4: Person Specification

Education/Qualifications

• Bachelors ‘degree in business/management or relevant field advantageous but not
  essential

• 2-3 years previous experience working in a high-volume contact centre environment
   leading a team

• Excellent literacy, numeric and IT skills including proficiency in MS Office; knowledge of Clarify system is desirable

• Excellent organisational, interpersonal and communication skills required

• Problem Solving skills
• Customer Service skills
• Time Management
• Communication and Negotiation
• Team Management

• In-depth knowledge of performance metrics
• Decision-making ability
• Exceptional customer focus with a positive can-do attitude
• Courteous and friendly professional telephone manner essential
• Decision-making skills
• Exceptional customer focus with a positive can-do attitude
• Courteous and friendly professional telephone manner essential

Skills

• Problem Solving Skills
• Excellent customer service skills
• Time Management Skills

Experience

• 2-3 years