Team Leader - Manchester, United Kingdom - Gamma Telecom

Gamma Telecom

Verified Company

Manchester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Main purpose of role:

The role of Team Leader is responsible for the day-to-day leadership of their team and this will cover all aspects of performance, development, disciplinary actions and HR Duties.

The Team Leader is very much a 'people' leader, ensuring that all of our employees are fully supported with their training needs, development and future career progress.

You will be a natural coach and will want to see your team members succeed and move on in their career.

The Team Leader is responsible for the effective operational function of their team and business area, ensuring we effectively deliver to the high standards of our business and provide the quality customer service partners expect from Gamma.

Team Leaders will work closely with their counterpart and specialists to maintain and develop all aspects of the team's performance.

You will report directly into the Team Manager alongside a second Team Leader on all aspects of their team's performance.

You will be a skilled communicator and able to adapt your style to meet the need of the situation.

Key responsibilities:

You will build a clear picture of each of team member's performance on a monthly basis and you will ensure that feedback is given to each team member every month through 121s and QM sessions. You will work alongside your counterpart Team Leader, specialists and the jeopardy team to identify and support any knowledge and skills gaps or strengths through coaching/training as needed. This will feed into their ongoing development in conjunction with L&D team.
You will be responsible for ensuring that your team members take ownership of their development and professional growth. You will work to make sure their coaching and training needs are met, putting responsibility in their hands. Your coaching skills will be invaluable in making this a success. You will support your team with career development plans and work with the Operational Managers to develop talent management and succession plans.
You will be responsible for making sure the team effectively works to the demands all key workflows within your business unit. It is key that you monitor and maintain the productivity of the team to ensure workflows are met within relevant timescales to the standards we require. You will develop an appropriate set of monitoring and reporting tools, both real time and historic, to assist in effectively managing the function of your team.
You will work with your team manager to make sure that suppliers and other 3rd parties (externally and internally) are operating effectively to ensure we, and our customers, receive valuable service through the supply chain in support of our operational and product aims.
You will support escalations and incidents in your area to ensure we protect our brand and mitigate the impact of service deterioration to our partners. You will work with the Jeopardy Manager to understand the causation of escalations and incidents to reduce reoccurrence.
You will work with the specialists to make sure that your team members are embedded into the product release and maintenance cycles through value and other streams in our organisations. You will ensure that team member's voices are carried through to and acted upon in the development and engineering communities as appropriate.
You will champion the Gamma values and behaviours, ensuring that customer service skills are at the fore front of everything the team does.
You will work towards reducing absence in the team, reporting monthly on progress and ensuring that all employees are fully supported. You will be responsible for recruitment of new agents for your team, working alongside the team manager and talent acquisition to ensure that recruitment undertaken in an efficient and timely manner.
You will work as part of the overall Customer Operational team and where applicable support other teams to achieve the overall Operational goals, this may include supporting other workflows outside of your immediate team.

Key skills:

Skill

Detail
Problem solving

Working with the team to ensure relevant support and training is provided and supporting escalations alongside the Jeopardy Team and Specialists.

Decision making

Reviewing conduct and performance of individuals and implementing relevant development/improvement plans.
Working alongside the Team Manager to review and improve supplier performance.

Innovation

Owning team processes and developing efficiencies with the team and the wider operational teams.

Communication

Being a first point of contact within the team for support.
Supporting and liaising with the wider Customer Ops Department.
Working alongside the Team Manager and Head of Operations to ensure and improve team performance.
Liaising with suppliers and customers.

Interpersonal