Project Leader

Reporting to the Operations Executive, the Project Leader is responsible for several projects and their day-to-day operating activities, including the achievement of established service levels, the overall supervision of the quality of the work, troubleshooting and providing support to the Team Leaders, Contact Centre Agents (CCAs) and respective supervisors. The Project Leader is also responsible for allocating work to team members, ensuring that there is an efficient and effective performance.

Responsibilities

• Manage a team of Team Leaders during shifts; assigning duties and tasks with the aim of achieving targets and the desired performance;
• Understanding of the projects’ requirements and service levels;
• Ensure agents are provided with the necessary support, feedback and coaching;
• Monitor queues and drive SLAs as established by the Company;
• Build and maintain a strong Client Relationship through effective communication;
• Support with communicating information and updates to the Team Leaders through briefings;
• Offer suggestions on ways to improve the performance in a proactive manner;
• Demonstrate best practice in all aspects related to work;
• Motivate team members by providing constructive feedback and coaching;
• Manage the behaviour and performance of an assigned team of leaders, taking care of their professional development and any other issue related to their work with the Company;
• Assist and guide Team Leaders in managing the floor;
• Supervise other areas/projects as required by Management;
• Any other task as assigned by Management. 

Requirements

• You will be the contact point for the Team Leaders, so your communication skills should be excellent. 
• You should also be able to act proactively to ensure smooth team operations and effective collaboration. 
• Ultimately, you should lead by setting a good example and engage the team to achieve goals.
• Previous Leadership experience in Call Centre environment is essential
• Proficiency in English language both spoken and written is mandatory