Team Leader (USA Shifts)

Overview

Job Description

Please note : This will be working US based shifts (Shifts between 2pm-5am), this will be working a 5 day week which will include weekends. Please be fully mindful of this before applying.

We are looking for a Team Leader with the right talent and skills to lead our teams. The purpose of the role is to drive superior customer service performance delivered to Huntswood clients and their customers, by achieving outstanding levels of quality and operational efficiency.

Responsibilities

• Managing Performance and achievement of team KPIs
• Leave / Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession, Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or escalate for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

Key Competencies

Behavior / Characteristics

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