Team Leader (US Support)
Shared Services
What this job involves:
Standing at the forefront of team delivery.
As the person in charge, you'll assemble and lead a team, and establish effective organisational structure and working procedures for the group. This role demands efficient team management skills, which you'll exhibit by identifying the team's objectives and allotting resources, to achieve optimal results and meet the company's target profits. Likewise, you'll be in charge of managing and monitoring the different stages of the processes. Furthermore, your proven track record in team management will come in handy, as you'll be in charge of facilitating negotiations, analyses and meetings with authorities.
Duties and Responsibilities:
- Act as the single focal point of contact and support to team members on all operational issues
- Manage new starter training and induction and the continued development and maintenance of Standard Operating Procedures (SOP)
- Run weekly team meetings. Copy minutes to Operations Manager/Director
- Publish and administer the team roster
- Undertake monthly quality control through the analysis and scoring of a random sample of team work orders and provide monthly summary report to operations manager
- Undertake monthly feedback and coaching sessions with each of your team members to discuss quality and quantity of work
- Identify training gaps in your team and provide the relevant training or source appropriate training resource or course
- Manage direct reports to ensure that service delivery standard and agreed workflow process is maintained
- Conduct regular meetings with probationary staff and formally asses and document any issues prior to the 3 month formal review
- Conduct annual performance reviews for each of your direct reports
- Manage policy on attendance. Take the appropriate timely counseling as required. Document and copy manager on all counseling sessions you manage
- Undertake 360 degree feedback at least once per annum
- Suggest and present to the Management Team ways to improve operator efficiency (ie more calls/work orders per day)
- Undertake all operational responsibilities as described under Management Team responsibilities template
- Suggest and present to the Management Team ways that the team can improve quality of service
- Suggest and present to the Management Team ways that technology can be improved
- Ensure any client complaints formally documented and escalated to you and personally assist to manage resolution
- Report all critical incidents to the operational manager
- Recognize and reward individual performance, encourage a culture of excellence within your team
- Assist and support other Team Leaders in their role, solicit a team culture between your peers
Sound like you To apply, you need to be:
Minimum Qualifications:
- With at least two years management experience in off-shore customer service; Experience in supporting US-based services is an advantage
- Bachelor's degree preferred
- Advanced proficiency with computer functions with MS office suite is preferred
- Show strong administration skills in the area of organization, time management and organizing multiple tasks and staff members
- Good communication skills, including excellent listening skills
- Good reporting and presentation skills
- Willing to work on graveyard shift schedule
What we can do for you:
At JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay, and benefits package.
We will also require you to register in our career site: https://www.us.jll.com/en/careers to capture your details in our system.
Apply today!
To ensure that you progress the soonest with your application please have basic pre-employment requirements ready (NBI clearance, official transcript of records, government IDs, etc.)
