HI Warm Greetings,
The ideal candidate will have a bachelor’s degree with Minimum 7 years Experience and a minimum of 3 years of experience as a team leader handling International voice Team is a Must.
Shift Time : 3.30am – 12.30pm (ANZ SHIFT)
Call us and book your Interview 9986267393 /8884777961 /7829336034
Job Description: Team Leader – Australia and New Zealand Region
Job Summary: As the Team Leader for the Australia and New Zealand region, you will be responsible for leading and managing a team to achieve performance targets and provide exceptional customer service. Your role will involve overseeing daily operations, motivating team members, and fostering a positive work environment. The ideal candidate will have a bachelor’s degree and a minimum of 3 years of experience as a team leader.
Responsibilities:
• Lead and supervise a team of customer service representatives, ensuring their productivity, quality of work, and adherence to established procedures and policies.
• Set performance targets, monitor progress, and implement strategies to achieve team goals and key performance indicators (KPIs).
• Provide ongoing coaching, feedback, and training to team members to enhance their skills and performance.
• Conduct regular performance evaluations, recognizing achievements, and addressing any performance issues or development needs.
• Collaborate with cross-functional teams to optimize processes, improve customer satisfaction, and drive operational efficiency.
• Handle escalated customer inquiries or complaints, resolving them promptly and effectively to ensure customer satisfaction.
• Stay updated with industry trends, best practices, and regulatory requirements related to customer service and team management.
• Foster a positive and inclusive work environment, promoting teamwork, open communication, and employee engagement.
• Develop and maintain relevant documentation, reports, and records related to team activities and performance metrics.
• Collaborate with senior management to develop strategies, policies, and initiatives to enhance team performance and achieve organizational objectives.
Leadership and Team Management:
• Provide strong leadership and guidance to a team of employees, fostering a positive and productive work environment.
• Set clear performance expectations, monitor progress, and provide regular feedback and coaching to team members.
• Motivate and inspire the team to achieve targets and deliver high-quality results.
• Conduct performance evaluations and handle any performance-related issues or conflicts within the team.
Operations Management:
• Oversee day-to-day operations of the Australia and New Zealand region, ensuring efficient workflow and adherence to company policies and procedures.
• Collaborate with other departments to streamline processes, improve productivity, and enhance the overall customer experience.
• Monitor key performance indicators (KPIs) and implement strategies to meet or exceed targets.
• Analyze data and generate reports to track team performance and identify areas for improvement.
Stakeholder Management:
• Develop and maintain strong relationships with stakeholders, including clients, partners, and internal departments.
• Act as the primary point of contact for key stakeholders, addressing their concerns, resolving issues, and ensuring their satisfaction.
• Collaborate with stakeholders to understand their needs and requirements, and effectively communicate them to the team.
Training and Development:
• Identify training needs within the team and coordinate training sessions to enhance skills and knowledge.
• Provide ongoing coaching and development opportunities to team members, supporting their professional growth.
• Stay updated on industry trends, best practices, and regulatory requirements relevant to the Australia and New Zealand region.
Qualifications and Skills:
Bachelor’s degree in a relevant field.
Minimum of 3 years of experience in a team leader role and overall experience should be 7 years and above, preferably has supported Australia and New Zealand region. Excellent leadership and team management skills. Strong stakeholder management abilities, with the capacity to build and maintain relationships. Exceptional communication and interpersonal skills. Analytical mindset with the ability to use data to drive decision-making. Proven track record of meeting or exceeding targets and KPIs. Ability to thrive in a fast-paced and dynamic environment. Proficiency in relevant software applications and tools.