Night Shift Call Center Team Leader Cluj Napoca

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Purpose of Role
To lead a team of Call Centre Advisors to deliver the Call Centre objectives, to provide support and assistance to the Call Centre Manager and to perform the ongoing, day to day, duties of the Call Centre as required.

Duties and Responsibilities
• To actively manage the performance of the team and provide training, coaching and support and as necessary to improve results
• To assess the quality of each team member’s work by completing regular tray checking and giving feedback to the employee to resolve any issues found
• To assist in the setting of performance standards for team member’s and to communicate these clearly
• To perform team member’s appraisals
• To provide constant feedback to Call Centre Manager on the team’s performance
• To prepare for and undertake probationary review meetings with the team ,reviewing their progress against their objectives and agreeing actions for future review
• To create action plans to improve the team’s performance indicating how this improvements will be made and the results that will be achieved
• To work with the HR department, undertake disciplinary meetings
• To follow up on the team’s performance against the actions required for a certain task, giving feedback as necessary and invoking performance management procedures if an improvements are not made
• To work with the Call Centre Manager to identify additional training or support required to ensure Call Centre Advisors are undertaking their duties to the highest possible standards
• To motivate the team to deliver an excellent customer service at all times
• To co-ordinate call centre operational tasks to ensure that they are completed within the agreed timescales
• To facilitate monthly team meetings as required
• To identify where improvements can be made to existing processes and procedures to improve the efficiency/effectiveness of the department and to implement changes as agreed with the Call Centre Manager
• To attempt to resolve any disputes or situations that arise with other Total Stay departments as swiftly and amicably as possible, and to escalate to the Call Centre Manager if unable to do so directly
• To deal with the administrative duties attached to the role
• To complete any other tasks as directed by the Call Centre Manager
• To undertake Call Centre Advisor duties and responsibilities as and when required
• To provide assistance as requested to the Call Centre Manager
• To fill in and centralise the losses report and forward it to the Call Centre Manager at the beginning of each Month.
• Liaise with the Training Specialist to determine needs and requirements for training new starters and existing team members. Provide feedback on training.
• To make sure that the Senior advisors are performing as expected and intervene as needed
• To accurately compile all reports required within specified deadlines, as outlined in the Team Leader Duties and Responsibilities document

Experience, Qualifications, Training requirements
• Minimum 12 months experience in a Call Centre Advisor position
• Experience in managing people (desirable)
• Fluency in spoken and written English (required)

Knowledge, Skill, Behavioural requirements
• Understanding of the role of the manager
• Proven ability to manage and motivate (whether in work context or out of work context)
• Strong communication, interpersonal and client relationship management skills
• Strong influencing skills
• Effective delegation skills
• Ability to coach and train others
• Flexible and adaptable
• Accuracy and attention to detail
• Ability to anticipate and solve problems
• Team working skills
• Stamina and persistence
• Resilience and open to working in an ever-changing environment
• A “can do” approach
• Ability to organise and plan effectively and to prioritise tasks in order to manage multiple activities and meet deadlines
• Ability to work under pressure and to tight deadlines
• Willingness and ability to take ownership for decisions
• Initiative to achieve the best result
• Computer literate