Team Leader

Posted 17 Days Ago
Be an Early Applicant
Remote
1-3 Years Experience
Fintech • Payments • Financial Services
The Role
As a Team Leader, you will manage daily team performance, ensuring service quality objectives are met. You will provide leadership and coaching to team members, facilitate employee retention and recruitment, and foster a positive work environment. Responsibilities also include analyzing performance metrics, facilitating change, supporting continuous improvement, and maintaining effective communication with the team and members.
Summary Generated by Built In

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:

Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis

o Ensure a high retention of employees

o Provide leadership, coaching, and mentoring to the CCRs to develop their competencies and position them for success

o Analyze metrics and ensure CCRs are taking appropriate and timely action

o Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results

o Champion the coaching model

o Foster a work environment that values the people and encourages participation, creativity, learning and accountability

o Responsible for employee recruitment in order to meet business objectives

o Ensure team adopts and sustains change

o Identify opportunities for process and system improvements

o Communicate openly with team ensuring messages and initiatives are clearly understood

o Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies

o Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic

o Interact directly with members, as required

o Manage absenteeism/vacations as per the targets and policies

o Participate in Projects as per the needs of the business

Job Category:

Call Centre

Posting End Date:

The Company
Toronto, Ontario
499 Employees
On-site Workplace

What We Do

A UK company, Sun Life Financial of Canada is focused on building excellent customer service by offering the highest levels of customer care. We have been serving customers in the UK for over 100 years

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