Team Leader

Job Description : Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis oEnsure a high retention of employees oProvide leadership, coaching, and mentoring to the CCRs to develop their competencies and position them for success oAnalyze metrics and ensure CCRs are taking appropriate and timely action oEnsure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results oChampion the coaching model oFoster a work environment that values the people and encourages participation, creativity, learning and accountability oResponsible for employee recruitment in order to meet business objectives oEnsure team adopts and sustains change oIdentify opportunities for process and system improvements oCommunicate openly with team ensuring messages and initiatives are clearly understood oSupport and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies oBuild and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic oInteract directly with members, as required oManage absenteeism/vacations as per the targets and policies oParticipate in Projects as per the needs of the business Job Category: Call Centre Posting End Date: