Team Lead-LH External

Key Competencies:  

• Must have excellent written and verbal communication
• Do daily team meetings, complete attendance registers on share drive clearly marking annual leave, late coming and call agents within 15min 
• Do return to work interviews, check previous days stats and provide feedback to CCM 
• Complete daily dashboards pertaining to the various Campaigns
• Complete performance report and end of shift report(Daily)
• Hourly updates to CCM and feedback on previous days customer escalations
• Submit QA Calls/ Best practice to be shared with the team
• Complete calibration sessions and coaching with the team
• Complete coaching docs and upload onto the share drive
• Security checks and close off GDPR breaches
• Complete Ad Hoc tasks and attend co-evaluation
• Attend to supervisor briefing sessions and supervisor calls and interactions
• Feedback on any escalations from customer or client

• Minimum of 3-5 years experience in a Customer Service Environment
• Minimum 3 years experience in Team Leader Role;
• 3+ years experience within the BPO industry
• Experience in property rentals
• Experience in reference checks
• Bachelor’s Degree or equivalent in Business or a related field ideal;
• Proficient in G-Suite