Job Description

The TL will manage a multi lingual group, responsible for delivering high quality services according to the required SLA s. The TL will represent the team in communications with the client and provide all levels of support when necessary. The TL will also act as the main point of contact for any client escalations. There will be a strong element of analytical metrics review input, new process incubation, induction and process improvement.

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Responsible to develop, review and improve working methods, processes and procedures required for daily operations
Supervising operations and monitor turnaround time to ensure that the required quality and productivity targets are met
Ensure effective communication is cascaded to all team members
Act as a POC in management escalations and decide the course of action escalate to senior management
Ensure that escalation process is properly implemented and well functioning
Maintain flexibility regarding requests and actions assigned to meet the needs of the client
Recognise trends and patterns, and escalate issues as and when required
Gather, analyse and utilise relevant data to develop ways to improve the overall process in line with internal policies
Proactively notify the teams on any news trends, bugs, policy violations
Performance management career counselling, coaching, performance development, 1 1 s
Support team to achieve results with the highest possible standard of quality and delivery
Coordinate coverage within the team
Flexibility to rotate between shifts 24 7

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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