Team Lead

Job Purpose

To maximise value for clients by:

• Promoting best practices & standardized processes, flagging deviations
• Define the team capacity and receive client assignments and targets from MS Manager
• Ensure team productivity and quality of results.
• Coordinating priorities among the team on daily basis

Key Responsibilities

To ensure delivery of excellent service by:

• When required acting as an intermediate escalation point for low and medium risk clients
• Identifying service, process and product improvements
• Prioritizing CRM and email caseloads within the team
• Communicating and coordinating the completion of main business activities (e.g. NPS, Calendar campaign, Kenexa…)

Key Duties/Tasks

• To contribute to root cause analysis and implement solutions to prevent reoccurrence of client queries, issues and requests
• Coach the team and support n...