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Team Leader

Team Leader

2 Hours ago • All levels • Campaign Management • Undisclosed

About the job

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Job Description

This role is for a Team Leader responsible for managing all operational aspects and personal development of agents. The ideal candidate will be engaging, personable, enthusiastic, and results-oriented, committed to delivering excellent customer service. Responsibilities include delivering department SLAs, managing agent and team performance versus KPIs/targets, providing guidance and coaching, managing the full people management cycle, working with stakeholders to maintain compliance, and analyzing campaign data to identify development areas. Previous supervisory/team leader/manager experience in an outsourced or contact center environment is preferred, along with a proven track record of exceeding targets and strong client relationships. Excellent communication and interpersonal skills are essential.

Must have:

Supervisory/Team Leader experience
Exceeding targets through strong client relationships
Excellent communication skills
Self-motivated, forecasting campaign opportunities
Organized, attention to detail
Delivering department SLAs and KPIs

Description

Role: Team Leader
Contract: Permanent, Full-time
Hours: Dayshift with flexibility required

The individual will be a dynamic and highly motivated manager who can cultivate and build relationships easily. Your position will be fully accountable for ensuring all company principles and procedures are adhered to, including managing all operational aspects and personal development of your agents.

The ideal candidate will be engaging, personable, enthusiastic and results-orientated with an eye for detail, who is committed to delivering excellent customer service through the development of their team. You will work with our existing Team Leaders across the wider CX Community, including Account Managers to develop, support and ultimately grow your campaign.

What you’ll be doing

• Be responsible for delivering your assigned department's SLAs, ensuring that all compliance,
commercial, and efficiency targets are met or exceeded.

• Managing agent and team performance versus KPI’s/targets.

• Providing guidance and coaching feedback and development plans for your team.

• Responsible for the full people management cycle of your team.

• Responsible for working proactively and constructively with other company stakeholders to

establish and maintain department compliance, performance, policies and procedures whilst

shaping a 'can do' culture.

• A key part of your role will be to carry out analysis of the campaign in liaison and

conjunction with other Team Leaders, identifying key areas for development and gathering

intelligence.

Requirements

• Previous Supervisory/Team Leader/Manager experience preferably within an outsourced or

contact centre environment.

• Proven track record of exceeding targets through building strong client relationships.

• Excellent presentation, verbal, written, communication and interpersonal skills.

• Must be self-motivated with the ability to forecast campaign opportunities.

• Confidence, enthusiasm and energy

• Well organised and with an attention to detail

• Be a fantastic advocate for our brand

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About The Company

PTW

144 Active Jobs

We’re a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer's experience as perfect as possible. We’re dedicated to helping your players, because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for over 30 years, providing industry-leading services to every part of the globe.

We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion.

8,500+ passionate gamers

650+ top developers and publishers as clients

5.3 million hours QA testing

7 year average client partner tenure

2,500+ LQA titles

PTW is a boutique games services company with over 40 offices in 16 countries worldwide. Our range of services include quality assurance, localization, player support, community management, art production, game development, and audio production services.

We believe that innovation comes in all sizes, which is why we take on projects of any size and love crafting a custom solution, no matter the scale.

PTW, comprised of global subsidiaries, is a UK-based holding company formed in 2016 under the umbrella of Poletowin Holdings, Inc. which is listed on the 1st Section of Tokyo Stock Exchange as 3657.

The PTW family of brands includes SIDE, 1518 Studios and Entalize