- Own and monitor theperformance and calibration on team members
- Dofrequent 1:1s with team members to solicit feedback on processinefficiencies or team related issues
- Deliverperformance reviews to team members
- Own andcreate performance improvementplans
- Communicate vision and strategic visionchanges
- Track case handling and timemanagement
- Review and improve case handlingflow
- Create, implement, and follow up onindividual, team, and site wide action plans and communicate theinitiatives and results with ourclient
- Identify and implement initiatives todrive customer satisfaction, increase case quality, increaseefficiency, and boost team productivity - and share the initiativesand results with our client
- Manage theperformance and career development of the supportteam
- Manage responsive relationship with ourclient to build productive, retention-oriented teamculture
- Report weekly according to the KPIperformance code calls
- Own, prepare content,and present reporting for WBR/MBR/QBR
- Handleall agent scheduling
- Areproficient or bilingual in English
- Have atleast 1 year experience in a similar position (BPOpreferred)
- Are open-minded and eager to learnnew things
- BPO experience inFintech
- Full-time indefinitecontract
- Performancebonus
- The option to choose from a board rangeof flexible benefits through MY BenefitPlatform
- MedicalSubscription
- Bring-a-friend (referral) bonusopportunities
- Full paid training on the companyand the project you'll be workingon
- Career development programs, specializedcourses, and language classes
-
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Team Leader - Dubai, United Arab Emirates - Webhelp
Description
What you will do in thisrole
As a Team Leader on our team,you will:
Yourqualifications
Concentrix +Webhelp is a great match if you:
Itwill be a plus if you have:
If youfeel you don't check every box, we encourage you to applyanyway. We'll do our best to match you with the right job,whether it's this or another role.
What's in it foryou
In this role, we offerbenefits that help you support your uniquelifestyle: