NZ Profile -Circle Leader
PROBE
Auckland
3d ago

Job Description

We are looking to hire a Team Leader with strong experience to lead our capable and growing Sales team.

Not only will you be a role model and mentor, you will be the driving force behind team engagement and provide support and guidance to maximise the team growth.

You will be accountable for your team’s performance. You will be motivated, confident, passionate and positive about your team, what drives them to succeed and have the ability to help them get there.

Responsibilities

  • To perform one on one’s and feedback sessions
  • Responsible for ensuring that all agents are meeting targets and are up to speed on all products, processes and system use
  • Quality assessing team members calls and providing relevant feedback and coaching
  • Responsible for team adherence and managing issues within the team (sick leave, late staff and no shows)
  • Ensuring all team members have the correct system access and valid username and passwords.
  • Real Time monitoring
  • Floor walking
  • Taking customer escalations
  • To conduct team meetings and focus sessions
  • To create, monitor and manage action plans within your team
  • To drive performance improvement
  • Responsible for the culture of your team
  • Other duties as requested by the Contact Centre Manager or EMO
  • Ensure Business Management System policies and procedures are adhered to
  • Ensure Workplace, Health and Safety policies and procedures are adhered to
  • Ensure Security policies and procedures are adhered to
  • Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
  • Complete all necessary training requirements and professional development opportunities, self and team
  • Leadership

  • Provide leadership & support for direct reports, appraise their performance (If applicable)
  • Ensure team & individual Key Performance Indicators (KPIs) are met (if applicable)
  • Role model & hold others accountable for demonstrating our values & behaviours
  • Lead self & others through change, whilst maintaining operational effectiveness
  • Drive improvements in function / team
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