Team Leader (Division 1) (Internal)

Requirements

• Proven customer service, and ICARE values demonstration 
  
• Applicant has to be in the Company not less than 6 months
  
• Readiness to work all shifts
  
• Advanced English is required
• Attendance record of ≥95% (last 12 months)
• Ability to train new onboarding teammates
• Capacity for crisis management and resolving the issues 
• Project management outside of working hours
  
• No Warning Letters in the previous 6 months
  
• No criminal activities missed in the last 6 months
  
• <6 incidents in the last 6 months
  
• No white cards in the last 6 months
• Leadership Academy completed or ongoing 

Responsibilities:

• Teaching ICARE values to everyone on a daily basis
• Training new team members to the best of your ability by providing commitment and support to their learning
• Maintaining a professional work environment by following internal policies and having the team focused on work
• Developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
• Filling out and monitoring of the team's achieved results through norms
• Communicating job expectations via meetings, briefings and 1on1s 
• Monitoring, and appraising job results
• Coaching and mentoring all members of the team when it comes to personal and professional growth
• Disciplining staff by enforcing policies and procedures and being transparent with management
• Continuous self-improvement and education, maintaining professional and technical knowledge by attending educational workshops and reading recommended books
• Maintaining the quality of service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements to ensure efficiency and efficacy of the operation
• Production of reports and other communications as requested
• Mandatory monthly team meetings
• Mandatory weekly meeting attendance
  

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