Manpower is offering a fantastic opportunity for the right candidate to step into the role of Team Leader, working with our client, Capgemini. As a Team Leader, you will play a pivotal role in motivating and managing a dynamic team to ensure the successful achievement of delivery targets.
What you'll do
Reporting directly to Operations Managers, your key responsibilities will include:
- Motivating and leading the team to ensure the attainment of delivery targets.
- Resolving first-line customer queries and escalating issues to the Operations Manager when necessary.
- Performance management of desk analysts, conducting monthly One-to-One sessions.
- Conducting monthly Call Monitoring sessions and providing constructive feedback to each analyst.
- Ensuring adherence to correct processes and procedures through quality checks, promoting knowledge base usage.
- Daily management of up to fifteen help desk analysts.
- Providing staff training, coaching, and fostering the development of analysts.
- Daily/weekly/monthly reporting to Operations Managers
- Completing mid and end-of-year appraisals within specified time frames.
Previous staff management experience is desirable but not essential
What you'll bring
- Understanding and experience of team dynamics.
- A flexible approach to challenges.
- A professional demeanor that reflects the company's values consistently.
- Enthusiasm, confidence, and a "can-do" attitude.
- Strong team player with the ability to build relationships with colleagues and external clients.
- Resilience and a focus on delivering high levels of service through effective team management.
- High focus on innovation and automation to enhance operational efficiency.
If you believe you possess the qualities outlined above and are ready for this exciting opportunity, we invite you to apply today!