Team Leaders

1 week ago

Melbourne, Australia Pyramid Global Technologies Full time

Key attributes:
- Looking at a 24*7 rotational shift window availability
- The most recent role must be in a contact centre as a 2IC (Team leading) or a team leader
- Ability to work from the office or from home - as the business requires
- Positive from within, someone who wants to drive & deliver results, fire-starter, and a People Leader
- Full working rights without any restrictions

**Work Experience**
- 1-4 Years’ Experience in managing a team preferably in Customer Support(Voice)

**Technical Skills**
- Knowledge on Computers & Networking
- Proficiency in excel & other analytical tools
- Good to have skills
- Transition Experience
- Knowledge of SIX Sigma or other quality methodology

**Competency**
- Ability to motivate people
- Good spoken and written communication skills
- Responsible Attitude
- Good 'people skills' for building relationships with colleagues at all levels
- Ability to think beyond and come-up with process improvements and value creation
- Identify opportunities for value ads and Identify, initiate and execute them
- Be customer oriented
- Ability to Plan and Priorities work
- Decision-making ability
- Ownership and problem resolution
- Device personal development plan for the team members

**Other Essential Skills**
- Hands on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP)
- Ability to analyze performance reports and formulate actionable based on same
- Able to do Capacity Planning by looking at the historical volume trends and come up with new process improvements
- Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization
- Identify opportunities for value ads and Identify, initiate and execute them
- Good communication skills - Written & Verbal
- Good analytical skills and Presence of Mind

Beyond above mentioned strengths, TL would be required to handle/have following activities to be handled on a daily/monthly basis:
**Responsibilities**
- Escalation path for Client managers back to the us.
- Training to the associates on new processes and procedures
- In person attendance of project meetings as required
- Review, create, provide reports as required including Client specific ad hoc requests
- Interface and liaison for Client team
- Provide updates to Client team on staffing updates and training
- Participate in CABs and service deployment meetings as necessary and required
- **Metrics Management**

a. Preparation of reports as mentioned below

Ø Process dashboards - Weekly

Ø APR sheet - Weekly

Ø Individual metric presentation for internal review - Weekly

Ø Transaction status Reports - Daily

b. Agents stack analysis & assistance - Daily

c. Continuous monitoring of helpdesk stack & mailbox

**Level**
- Level 3

**Job Types**: Full-time, Permanent, Graduate, Fixed term
Contract length: 12 months

**Salary**: $70,000.00 - $75,000.00 per year

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Afternoon shift
- Day shift
- Morning shift
- Rotating roster
- Shift work

Supplemental pay types:

- Overtime pay
- Penalty rates

Ability to commute/relocate:

- Melbourne, VIC 3000: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (required)

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