Reporting to the Operations Executive, the Project Leader is responsible for several projects and their day-to-day operating activities, including the achievement of established service levels, the overall supervision of the quality of the work, troubleshooting and providing support to the Team Leaders, Contact Centre Agents (CCAs) and respective supervisors. The Project Leader is also responsible for allocating work to team members, ensuring that there is an efficient and effective performance.
Responsibilities:
- Manage a team of Team Leaders during shifts; assigning duties and tasks with the aim of achieving targets and the desired performance;
- Understanding of the projects’ requirements and service levels;
- Ensure agents are provided with the necessary support, feedback and coaching;
- Monitor queues and drive SLAs as established by the Company;
- Build and maintain a strong Client Relationship through effective communication;
- Support with communicating information and updates to the Team Leaders through briefings;
- Offer suggestions on ways to improve the performance in a proactive manner;
- Demonstrate best practice in all aspects related to work;
- Motivate team members by providing constructive feedback and coaching;
- Manage the behaviour and performance of an assigned team of leaders, taking care of their professional development and any other issue related to their work with the Company;
- Assist and guide Team Leaders in managing the floor
Requirements:
- Previous leadership experience in a call center environment is essential for the role
- The candidate will serve as the primary contact point for the Team Leaders, requiring excellent communication skills and fluency in English
- The candidate should demonstrate proactive behavior to ensure smooth team operations and foster effective collaboration.
- Ultimately, the candidate must lead by setting a good example and actively engage the team to achieve goals.
- Might need to work weekend at overtime rates
Benefits
- Health Insurance
- Free Parking
- Performance Bonus
Job Reference: UY031
