Job Title:
Team Coordinator
Job Description:
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1. The ideal candidate will be able to effectively cope with a fast-paced, high-pressure role in a constantly changing business environment. They must be client-orientated, enthusiastic, courteous and assertive, motivated to take charge of both customer engagement and problem resolution.
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2. The candidate will be strongly team-focused with outstanding mentoring and teaching ability and excellent verbal and written communication skills. They must be motivated and committed to continuous self-development and the development of others. They will be flexible and analytical with exceptional trouble-shooting abilities.
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3. The Team Coordinator will be working within and promoting key business values such as being brave, wise, proud and exceeding expectations.
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4. Key Responsibilities:
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* Point of contact for all HR/People related issues for the team.
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* Scheduling and Resource Planning including approving and managing holiday requests.
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* Managing all onboarding paperwork for access permissions and provisioning etc.
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* Build loyalty within the team and directly impact performance and productivity improvements.
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* Lead and motivate staff members and manage the development and performance of each member of the team.
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* Set clear goals for staff members and manage and assess Team members against goals.
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* Provide constructive feedback in a timely manner.
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* Deal with non-performance in accordance with policies.
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* Responsible for the motivation and leadership of all team members.
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* Manage Team members and act as point of contact and escalation for any staff members' issues.
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* Manage team T&A and payroll through available tools.
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* Schedule and review staff Rota while considering planned and unplanned absence.
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5. Game Planning and Delivery:
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* Allocating workload to the content analysts.
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* Take accountability for team and market performance and create action plans to address non-delivery.
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* Monitoring queues for variable workload.
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* Flagging and managing changes in capacity due to resourcing (holidays) or volume changes.
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* Ensuring that the SLAs for timeliness, accuracy and quality are met.
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* Perform all Services in a professional manner to the client satisfaction.
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* Provide written reports to Manager and when requested by the client, documenting the achievement of the Services.
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* Being pro-active and seek out and recommend process improvements to the client to drive increased productivity, customer satisfaction, and overall program efficiency as it relates to the project.
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6. Tracking Performance and Delivery:
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* Owns and maintains the individual and team productivity trackers.
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* Train teams/new team members on how to use individual trackers.
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* Complete weekly and monthly productivity reports.
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* Delivers Team Huddles.
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* Coordinate with evening Team leaders to ensure required coverage for markets.
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* Provides insights and analysis on team performance.
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* Follow up on any tasks/bugs that affect productivity/queues.
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7. Client:
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* Responsible for building client relationship.
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* Attend and participate all necessary Client meetings and conference calls.
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* Prepare updates, reporting relevant to delivery for the client.
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8. Communication and organization:
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* Organizing orientation training.
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* Work with the team trainer to confirm the onboarding training plan, including IT orientation.
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* Take accountability for working with one or more support functions and driving improvements.
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* Communicate the seat location of the new staff members with facilities.
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* Work with the support functions to drive Quality, Training/Process, HR, Recruitment and reporting activities.
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* Work with other team leads to meet overall team goals.
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* Act as a mentor for staff enrolled in leadership development paths.
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9. Management:
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* Adherence to policy and procedures.
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* Complete tasks and actions within defined deadlines.
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* Escalate direct manager and client manager, as appropriate.
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* Report progress to managers on ongoing basis.
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* Build effective relationship with Management Team.
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* Constantly keep direct management and client management informed of account/s performance.
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10. Essential Competencies:
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11. Leadership:
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* Proven track record of leading by example.
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* Ability to motivate and inspire confidence in others.
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* Ability to transfer knowledge effectively.
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* Skilled in conflict management.
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12. Performance Management:
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* Ability to work towards and achieve targets.
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* Understanding of contact centre metrics and targets.
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* Understanding of the drivers of staff performance.
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* Ability to produce standard and ad hoc reports.
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* Ability to analyse outputs reports, surveys etc. and determine action points.
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13. Customer Service and Communication:
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* Experience in communication with clients.
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* Ability to communicate effectively with different groups.
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* Ability to follow specific processes and procedures.
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* Demonstrates high level of customer satisfaction.
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* Experience on Process Managed Environment.
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14. Problem Solving Techniques:
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* Ability to apply analytical and investigative skills to resolve customer issues.
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* Ability to handle challenging support situations.
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15. Technical Requirements:
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* Technical skill with Windows.
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* Microsoft Office Suite.
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* Advanced knowledge of Microsoft Excel.
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16. Key Requirements:
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* Minimum 1+ year in a Team Leader/Supervisory/Manager role in a multinational call centre.
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* Strong communication skills (both written and verbal).
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* Detail-oriented and passion for problem-solving.
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* Ability to work on own initiative or as part of a team.
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* Experience in social media / trust and safety is an advantage.
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