Team Leader (Eastwood QC)

🌟 We're Hiring: Team Leader (R-106585)! 🌟

The Responsibilities:

● Manage a team of agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.

● Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.

● Conduct business reviews and performance management activities to assist in the agents continuous development.

● Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.

● Assist in queue management using the tools available to them and in coordination with the Global Command Center.

● Prepare and submit all required reports (which includes but not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.

● Attend internal and external calibration sessions and other client meetings.

● Perform administrative and other similar tasks, as assigned.

● Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.

● Conduct team building activities and design performance-based incentive programs in accordance with documented policies.

● Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

Knowledge, Skill Set & Qualifications Required (Internal)

● Must be a regular employee of Ubiquity

● At least 6 months in their current role and department

● Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations

● No active Disciplinary Action (DA)

● Excellent written and verbal communication skills

● Strong Analytical skills

● Must be LEARN certified