cROLE

Team Leader – Operations

PURPOSE

To lead, coach, motivate and supervise in all matters related to their functions. Ensure that reporting staff are consistently provided with on the job training

ROLES & RESPONSIBILITIES

a)    Be in charge of running and managing the team on a daily basis

b)    Set performance targets for all associates in the team to meet up with overall process objectives

c)     Schedule and organize shift patterns for team members to ensure that the process is adequately staffed to meet the SLA's

d)    Monitor calls of team members to ensure that due procedures and quality standards are strictly adhered to

e)    Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

f)      Conduct regular review of all call center agents performance and organize training sessions for under performers

g)    Submit regular reports to management and seek new ideas and strategies to improve performance at the center

h)    Implementation or maintenance of IS infrastructure within the organization

i)      Co-ordination/reporting of information security tasks

j)      Setting up requirements of confidentiality documents

k)     Membership in specialist committees

l)      Owner of relevant assets, critical information

m)   Definition of rules for use of assets

n)    Conduct of risk assessments for assets

o)    Definition of the corresponding levels of protection for assets

KRA

a)    Productivity

b)    Quality Improvement

c)     Attrition

d)    Shrinkage

e)    Process Insights

Competencies

Professional/Functional

A.   Business Related & Customer Facing

B.   Leadership/Managerial

C.   Communication

D.   Personal

Product Knowledge, Customer Service, Documentation Skills, Phone/ Chat/ Email Skills, Computer skills

Quality Focus, Problem Solving, Display strong initiative in resolving issues of customers

Exhibit strong teamwork, ability to motivate team members and improve performance, capable of demonstrating problem solving skills

Listening, Verbal and Written communication skills,

Good in Interpersonal skills, Confident while communicating

Multi-tasking, Professional attitude, Strong oral and written communication skills which includes

Other Requirements (if any Specific to the role)

Being aware of Customer's culture, Ability to use common courtesies

Career Progression

Assistant Manager

Reporting to

Manager

Authority

NA

Employee Signature