team leader
3 the last 234 days, recently 2023-07-15
Responsibility
- this will feed into their ongoing development in conjunction with L&D team
- you will be responsible for ensuring that your team members take ownership of their development and professional growth
- you will work to make sure their coaching and training needs are met, putting responsibility in their hands
Show more +13 - your coaching skills will be invaluable in making this a success
- who are we?
- we are looking for a Team Leader within our customer support team. Here you’ll be responsible for the leadership of the team and make sure you’re team are fully supported, coached and developed
- you’ll manage the effective operational function of your team and business area, ensuring we effectively deliver to the high standards of our business and provide the quality customer service partners expect from Gamma
- you will build a clear picture of each of team member’s performance on a monthly basis and you will ensure that feedback is given to each team member every month through 121s and QM sessions
- you will be responsible for making sure the team effectively works to the demands all key workflows within your business unit
- you will work alongside your counterpart Team Leader, specialists and the jeopardy team to identify and support any knowledge and skills gaps or strengths through coaching/training as needed
- you will support your team with career development plans and work with the Operational Managers to develop talent management and succession plans
- you will work with the Jeopardy Manager to understand the causation of escalations and incidents to reduce reoccurrence
- it is key that you monitor and maintain the productivity of the team to ensure workflows are met within relevant timescales to the standards we require
- assisting other departments where possible
- complete any other reasonable management requests, including, but not limited to reporting, projects, coaching, HR administration
- you will develop an appropriate set of monitoring and reporting tools, both real time and historic, to assist in effectively managing the function of your team
Requirements
- telecoms experience Customer services
- gamma product knowledge – voice, data, porting/number management
- highly articulate and presentable
Show more +49 - skill
- essential
- detail
- experience of working with escalations
- MS Office skills Customer service skills
- ability to adjust behaviour and language as appropriate for the needs of differing situations
- desirable
- experience in leading customer service teams
- supervisor or manager experience leading a team of customer service experts
- communication – both verbal and written Team Leadership and people support
- polite and courteous always
- good listener and communicator, fluent in English
- problem solving
- able to manage, coach and develop a team
- problem solving and investigative
- able to deal with people at all levels of business
- working with the team to ensure relevant support and training is provided and supporting escalations alongside the Jeopardy Team and Specialists
- ability to bond and build rapport with others
- A strong motivator – able to drive performance in the team in a collaborative way
- decision making
- strong sense of ownership Presents well at
- customer service experience in a business environment
- resilient and responsive to change, operating within a fast-paced business environment
- work under pressure and to deadlines – be positive in the face of challenge
- customer-facing meetings
- commercial awareness
- be an active and positive member of the Gamma Direct team, contributing to ideas, projects, and the development of colleagues
- reviewing conduct and performance of individuals and implementing relevant development/improvement plans
- clear communication
- aptitudes/Attributes
- experience using Sales Force as a CRM including management reporting and MI will be desired
- working alongside the Team Manager to review and improve supplier performance
- experience within an order management environment, Mobile products in the B2B market and Knowledge of Gamma products will be desired
- confident team leader
- travel between sites will be a requirement for this role
- innovation
- 2 - 3 years + experience in a team leader role of 5 or more staff members
- owning team processes and developing efficiencies with the team and the wider operational teams
- able to manage time and work under pressure to tight deadlines
- there will be a requirement to attend meetings and other activities outside of normal working hours
- there are many good reasons to join Gamma
- able to manage the demands of numerous tasks
- communication
- we work in a relaxed environment with an emphasis on delivering the highest quality in everything we do
- keen problem solver, with a natural instinct to find the root cause of issues and address them
- being a first point of contact within the team for support
- this is a really exciting time to join with a clear strategy, stable financial position, new values and exciting growth plans
- supporting and liaising with the wider Customer Ops Department
- diplomatic when faced with issues
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