1. BREAKDOWN OF TEAM LEADER DUTIES
Team Management
Daily interaction with team members, ensuring I got to know each person as more
than just a worker
Disciplinary matter as they arose, including conducting of conversations, oral and
written warnings (warnings conducted in the presence of another management team
member)
Morale and motivation– ensuring my team were comfortable with suitable
refreshments as needed. Encouraging the team when experiencing high call volume
or challenging customers. Being available to my team by keeping an open door
policy
Monthly one on one
Late arrivals and “no-shows”
Quality Assurance
Remote and side by side monitoring of calls
Grading of call according to set criteria
Feedback, encouragement and education
Schedule adherence
Ensuring breaks taken as scheduled
Ensuring staff were correct mode in Call Centre Supervisor software (Genysis)
Escalations/Problem Solving
Encouraging and equipping CSO’s to solve disputes to limit of authority
Each Team Leader was allocated time during each shift to take escalation calls
Daily Team Leader meetings
Mandatory attendance
Principal agenda were service level, schedule adherence and dairy management for
quality assurance
Chaired meeting on rotational basis by compiling reports with data pulled from
intranet
Achievement of contractual service level agreement
Floor monitoring
Call monitoring
Staff levels
Administration
Weekly reporting
Maintenance of databases/spreadsheets