Description du poste
The Team Leaders main objective is to achieve the targets for his/her group. It is an operational (hands on) role that also requires building and managing key relationships with both, customers and colleagues.
It is the role of the Team Leader to effectively develop the knowledge and technical skills of OTC Team members in conjunction with the SMEs and Managers.
Key components of success will include:
- Achievement of monthly/quarterly targets and SLAs
- Regular feedback sessions with all team members
- Effective activity monitoring system and quality controls
- Efficient communication with Operations Manager/Operation Lead/Senior Leads
- Ability to drive and motivate a team to deliver business results
- Robust management & escalation process
- Resilience under pressure and ability to quickly adapt to unforeseen work demand
- Managing a team of minimum 10 people
Profil recherche
Who could be right for the job?
• Applicants with excellent analytical and problem-solving skills
• Individuals driven by team’s success
• Leaders with experience and ability to deliver on commitments and within required deadlines
• Team players with target & customer care focus
• Candidates with strong organizational abilities and structure in the daily routine
Skills critical for the success in this role
• Ability to work on own initiative
• Strong communication skills
• Effective delegation
• Strong people management skills
• Enhanced follow up & monitoring capabilities
• Ability to manage team, performance and work discipline
• Financial & commercial awareness / good numerical skills.
Must haves:
• Fluency in French and English
• Relevant education or/and proven experience for the role
• PC literacy, particularly in MS Office (Excel, ppt)