Purpose of role
A Team Leaders is responsible for ensuring that their team provide a highly efficient service to every customer who communicates with Intrum. Through effective coaching, mentoring, development and quality assessments, the Team Leader will develop and motivate their team to achieve and exceed expectations. In addition, the role holder is responsible for supporting their team achieve KPIs, as well as their own individual targets. Furthermore, the role holder is responsible for addressing performance challenges in a timely manner to ensure that process & quality standards are adhered to. Finally, the role holder will be responsible for utilising data to analyse performance against targets, KPIs and SLAs.
-Great communication and interpersonal skills.
-Excellent communication skills, written and oral in English.
-Good leadership and management skills.
Responsibilities of role:
-Leading direct reports in understanding and delivering against business processes and policies;
-Where required, contribute to the recruiting and onboarding of new front office agents;
-Provide direction and develop a team to ensure that they satisfy the requirements of their role in accordance with Intrums core values;
-Work alongside your team so that they are aware of call statistics, KPIs and any other relevant targets and visuals to aid them in completing their duties;
-Lead the team to achieve customer satisfaction by ensuring first-time resolution to calls;
-Improve team engagement by running team meetings and providing direction;
-Ensure to always act as a role model and conduct yourself with professionalism;
-Challenge behaviours which do not comply with our internal policies and procedures;
-Conduct regular coaching sessions for each member of the team to guide and develop their current skillset and increase performance capability;
-Complete regular one-to-one meetings to review Team members on-going performance against targeted KPIs and expected quality standards;
-Identify opportunities for continual improvement, initiating positive changes to the benefit of Intrum and the customer, liaising with Management;
-Together with your Manager evaluate your own performance, show openness to receiving feedback, taking action where required and identify and apply opportunities to develop and improve skills;
-Support, encourage and inspire Team Members to achieve targets through the use of available Management Information data;
-Work with all stakeholders to ensure consistency in performance across the department;
-Build effective lines of communication with Managers and Team members;
-Conduct quality evaluations for each team member according to internal procedures;
-Set clear improvement objectives for your Team members annual developments and complete quarterly performance reviews;
-Any other ad-hoc duties as required by management;
-When required, be an active part of global networks projects;
-Achieving monthly KPIs, targets and goals as per agreed with direct Manager;
-Comply with policies, guidelines, and data protection regulations.