The Support Phone Team Leader will provide line management, professional guidance and support to a small group of phone executives in the team along with a focus on the daily management of tasks. You will be the line manager for your team and your main responsibilities will be the daily tasks, your team’s well-being and individual goals, and working with the wider team on improvements that can be made in processes and customer interactions. 

As a Team Leader, you will act as a coach and conduct performance reviews along with weekly 1-1’s with Support Team Phone Executives, focusing on improving their skills and overall performance. You will have the necessary knowledge to answer and triage all queries in the general queue of queries. 

You will also be able to step in and help out wherever needed and act as a duty coordinator on a daily basis with the support of other Team Leaders. You will work closely with all other Team Leaders across teams in order to ensure that resources are fairly distributed for the best customer outcome that day.

Additionally, the Team Leader role will require you to be in the loop with all company changes, roadmaps and the delivery of targets and goals in the relevant mission teams. Further to this, you will work closely with the Support Team Lead, Managers and other Team Leaders to provide structure and guidance to develop and maintain a high-performing team.