Project Team Leader (Remote)

Responsibilities:

• Responsible for day-to-day operations, training, and management of different teams to achieve targeted Service Levels and delegate tasks to the appropriate team member.
• Conduct regular transaction monitoring and call reviews for quality assurance, coaching, and training.
• Develop team schedules and assist in the successful onboarding and training of team members.
• Create and communicate a clear list of expectations and goals for team members to follow.
• Offer emotional support to project team members and make them feel valued.
• Maintain frequent communication to offer encouragement, amend tasks, and provide updates on goal progress.
• Implement incentives to keep the team motivated and focused on their daily tasks and project goals.
• Provide frequent feedback on employee performance, address weaknesses or inefficiencies, and offer support to improve skill gaps.
• Nurture collaboration amongst team members.
• Write project reports as necessary.
• Reward team members for their continued efforts and celebrate accomplishments.

Requirements:

• Minimum Diploma or equivalent with at least 2 years of B2B experience in a Telesales or Contact Centre environment (preferably in the Finance or Technology solution industry).
• Strong communication skills to effectively convey ideas and promote and facilitate communication.
• Critical Thinking - finding creative solutions and anticipating potential roadblocks in productivity and overcoming obstacles to achieve success in every situation.
• Team Management - establish a team of individuals with the right skill set and encourage collaboration through teamwork, goal setting, and regular performance reviews.
• Self-motivated and self-driven; able to work independently with little or no supervision while maintaining consistently high productivity.
• Time Management - understand the capabilities and skill levels of the team and possess strong time management skills to ensure all tasks are completed efficiently.