Acts as the single focal point of contact and support to team members on all operational issues.
Manages new starter training and induction and the continued development and maintenance of Standard Operating Procedures (SOP).
Runs weekly team meetings. Copy minutes to Operations Manager/Director.
Publishes and administers the team roster
Undertakes monthly quality control through the analysis and scoring of a random sample of teamwork orders and provide monthly summary report to operations manager.
Undertakes monthly feedback and coaching sessions with each of your team members to discuss quality and quantity of work.
Identifies training gaps in your team and provide the relevant training or source appropriate training resource or course.
Manages direct reports to ensure that service delivery standard and agreed workflow process is maintained.
Conducts regular meetings with probationary staff and formally asses and document any issues prior to the 3 month formal review.
Conducts annual performance reviews for each of your direct reports.
Manages policies on attendance. Takes the appropriate timely coaching as required. Documents and copies manager on all coaching sessions.
Undertakes 360-degree feedback at least once per annum.
Suggests and presents to the Management Team ways to improve operational efficiency (ie more calls/work orders per day), quality of work, technology enhancement, etc.
Undertakes all operational responsibilities as described under Management Team responsibilities template.
Ensures any client complaints and critical incidents are formally documented thru RCA; participate in the issue resolution.
Recognizes and rewards individual performance, encourages a culture of excellence within your team.
Assists and supports other Team Leaders in their role, solicit a team culture between your peers.
