Team Leader

Job Description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world. Job Description: OVERALL PURPOSE: Sun Life Global Solutions is an offshore based contact centre, established to assist the on- shore Client Care Centre of Sun Life Assurance of Canada in their operations, mainly in handling inquiries through telephone, chat and email for Group Retirement Services’ clients, third party callers, advisors, spouse and trustees. The Team Leader provides consistent quality customer service experience by ensuring the Client Care Representatives (CCRs) are motivated, coached, developed and skilled to meet the SLGS Operations performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast-paced environment. S/he pro-actively enforces the operations goals, policies and procedures, implements standards in the company’s training and development, support agents, handles escalations, and monitors the queue. The Team Leader directly reports to his/her Operations Manager and works in conjunction with administration SPECIFIC ACCOUNTABILITIES: Direct Leadership – Directly manages a team of CCRs in their day-to-day discharge of their duties and responsibilities in the operations. Ensure that the following are provided and completed: Coaching sessions with CCRs: 1. Weekly observation and quick coaching and 2. Monthly results coaching equipping the CCRs with the knowledge, training, experience, tools and technology needed to achieve the required business results. Plotting programs in their development plan. Coaching and mentoring CCRs to develop their competencies and position them for success. Responsible for ensuring the retention of employees in his/her team as per the set goals. Analyze metrics to take appropriate and timely action (daily, weekly, monthly) to manage team performance. Clearly communicate the messages to the team. Ensure that CCRs meet and exceed their Service Level Agreement targets (Average Handling Time, Core of Customer Care, CCR SAT, Accuracy, Reliability and Adherence). Monitor the Early Warning Signs of CCRs attrition which shall be liaised with Operations Manager and Operations Director. Conduct daily pre-shift and in-shift huddles. Floor Management Ensure that there is enough coverage of support on the floor; that all CCRs are provided with enough assistance to immediately address their concerns and questions regarding their voice and

Required Skills