Team Leader – Data (Call Center)

Essential duties / responsibilities of the position:

To ensure on time delivery of work received to highest possible quality standards – SLA adherence
Actively manage performance of team member on a regular basis to ensure all their problems are dealt with effectively and efficiently.
To update and monitor statistics, utilizing the Daily Tracker document and other instruments at all times
Work with all the support departments to devise new initiatives to increase productivity & ensure smooth functioning.
Problem solving
To train, develop and effectively manage the performance of the Team Associates to ensure they achieve their individual targets.
To Support the Assistant Manager in managing floor discipline through effective rostering and leave planning.
Responsible for on the job training & ongoing analysis of each team member and to ensure training need is established and reported
Regularly review individual objectives & provide feedback to team and document as per internal policy.
Conduct team huddles on a daily basis with staff.
Ensure team adheres to all company policies.
Minimize attrition and maximize retention as well as roster adherence
Ad hoc projects as requested.

People Management

Performance manage each team member on daily/weekly basis towards meeting/exceeding defined Performance matrices through Monitoring, Analyzing & Coaching.
Training – Identifying training needs of the team members & recommend accordingly to the Process Manager
Discipline - Ensure roster adherence & adherence to code of conduct as stated in HR policy
Retention - Responsible for staff retention within the team
Succession planning - Nurturing talent towards future leaders

POSITION REQUIREMENTS

EDUCATION:
Graduate in any discipline from a recognized university or institute.

MINIMUM YEARS OF EXPERIENCE:
Minimum 2-3 years in related role.
Min 1 year experience in Travel / GDS (Amadeus preferred)