Team Leader (Pooling)

Join our Transcom Family as a Team Leader!

We are seeking an experienced and highly motivated Team Leader to manage a team of Specialists. You will be responsible for the daily supervision, coaching, and overall performance of the team, ensuring world-class support is consistently delivered.

Key Responsibilities

You will be responsible for leading and mentoring a team of Specialists to achieve operational goals and maintain a high standard of player satisfaction. Your key responsibilities will include:

• Team Leadership & Coaching: Supervise, motivate, and coach a team of Specialists through 1:1 sessions, performance reviews, and calibration to foster a culture of high performance and continuous improvement.
• Performance Management: Monitor individual and team metrics (e.g. Responses per Hour (RPH), Time to First Response (TFR), resolution rate, quality scores, CSAT/NPS) and implement targeted action plans to ensure all KPIs and SL...