Job Description
Experience the power of a game-changing career
Are you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.
If you’re looking to grow and be inspired, as a Team Leader in Malaga (Hybrid), you will be part of our team of game-changers who are powering the brands of the future in banking.
As a Team Leader you will be accountable for the coordination of the day to day performance of a team of agents, ensuring all KPIs & SLAs are monitored, maintained and achieved. You will manage, maintain and utilise the competency framework for your team whilst motivating and developing each agent to maximize individual performance and improve customer satisfaction.
You will set appropriate objectives to each agent in line with our overall business strategy and utilise performance management to appraise and evaluate each team member’s personal performance while assisting with their development plans. You will complete monthly one to ones and performance reviews in line with the Company requirements and manage adherence to schedules
What you will do in this role
In everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet.
As a Team Leader on our team, you will:
- Answer team member questions, assist with problems, and oversee work to ensure quality and guideline compliance
- Manage relationships with both internal and external stakeholders, ensuring smooth communication and collaboration
- Promote a positive and supportive team environment to boost morale and encourage personal and professional growth
- Coach and mentor agents to help them reach their full potential, providing guidance and support when needed
- Conduct team meetings to share updates on best practices, expectations, and key performance targets
- Display excellent organizational and time management skills, with the ability to prioritize tasks and work flexibly
- Cultivate strong internal relationships across various departments to enhance overall business performance
- Ensure key performance indicators (KPIs) are met and support the leadership team in achieving business objectives
- Initiate action plans and activities to meet, exceed, or maintain department targets
- Identify areas for improvement and highlight development needs to project management
Salary :
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