GrowMore Recruitment is a full service, multi-specialist recruitment agency! We work across virtually all industry sectors, with clients ranging from small start-ups to global blue-chip companies and large public sector and not-for-profit organizations.

Team Leaders play a fundamental role in the larger Leadership Team through their experience and unique perspective of on-the-ground situations. As a Team Coach, you will assist in driving company change, and directly impact agent performance and success, while influencing the workplace environment. The Team Coach’s primary focus is assuring that their team is aligned with and meeting company objectives by displaying accountability, engagement, and Servant Leadership principles.

Responsibilities:

• Assist in the development and growth of team members through identifying strengths and opportunities for improvement, and in the general lead following Servant Leadership principles
• Provide effective and actionable feedback to call center agents through traditional coaching and side-by-side coaching methods, including providing guidance for succession and career pathing
• Create and execute effective coaching plans demonstrating clear objectives and strategic thinking, with a focus on achieving meaningful results
• Hold self and team accountable to measurable and observable standards for performance, behavior, and development
• Stay informed on the business’ ever-changing processes including but not limited to the use of Wiki, Training, and Calibration sessions
• Align staff with the vision of company goals and company expectations such as OKRs and KPIs, and in general representing the interests of the company while providing leadership to agents
• Review, digest and deliver information and trends determined through the analysis of Call Center Agent data, including regularly performing root-cause-analyses
• Communicate and cooperate with other teams such as WorkForce Management, Training, Performance Management, Process, HR, etc. when required
• Assure that protocol and Code of Conduct are followed and adhered to Perform other duties and responsibilities not specifically outlined herein, as assigned

Requirements:

• Minimum 1-2 years experience supervising employees in a fast-paced, constantly changing environment
• A highly accountability-oriented mindset: meaningfully willing to hold staff accountable up to and including termination decisions
• A passion for working with and developing people; in particular, a willingness to see your success in how you’ve supported the success of others (servant leadership)
• Outstanding problem-solving, negotiating, and decision-making skills
• Comfortable navigating complex situations that require both emotional intelligence and logical thinking
• Exceptional organization and multi-tasking skills combined with an exceptional work ethic and attention to detail
• Excellent verbal and written communication skills
• Experience using the Microsoft Office Suite as well as Internet applications and all Operations facing tools within the company

Benefits:

• Competitive salary
• 5 Star health insurance
• Mobile balance allowance
• Gym/Fitness Centre membership
• Great office and fantastic, upbeat atmosphere