Team Lead, CARE Operations

Job Purpose

The purpose of the role is to bridge the gap between the strategic business objectives and the daily operations by helping team members understand how their work is connected to the company strategy. The Team Leader, CARE Operations will utilise methodologies like mentoring, coaching or managing to implement the standards of the Quality Framework thus supporting Vista’s vision to become the design expert and marketing partner for small businesses.

The success in the role is achieved by having highly engaged employees and building loyal customers.

ROLE AND RESPONSIBILITIES

The Team Lead develops the individuals and the team, to enable the effective execution of our required service level (i.e. Quality Framework), to consistently deliver the best customer experience and exceed customer expectations.

The list of responsibilities below is not a definitive list and is subject to change as the business needs deem necessary. The Team Lead may be required to undertake differing tasks within their capability.

• Ensure all team members create added value for our customers and pursue our ambitious customer service philosophy
• Ensure transparency, alignment and engagement with the Vista's strategy, its mission and goals. Facilitate and support a smooth transition through related organizational changes for our teams.
• Foster an environment where team members feel safe to take interpersonal risk (speaking up with ideas, questions, concerns, or mistakes)
• Create a culture of giving timely feedback in a way that helps the team members grow, develop and improve
• Support employees' development based on their needs, through feedback, mentoring and coaching as well as regular team-based exchange sessions
• Establish a working environment that emphasises accountability, mutual support, commitment and engagement, inside and outside the team
• Partner closely with departments like Workforce Management, Human Resources, Quality and Learning to ensure the team is meeting the performance expectations
• Assume disciplinary responsibility for the team, including decisions around, e.g. contract extensions and probationary periods (change formulation based on legal req in the locale)
• Relentlessly learn and improve by proactively gaining knowledge and gathering resources regarding company initiatives and professional trends within the industry.
• Act like an owner and work independently on their professional development

If applicable, also address the type of supervisory responsibility that is expected from this role. Detail the extent of the job’s authority to hire, discipline, terminate, assign work, train, and evaluate the performance of subordinates. This can be either a separate job duty or noted in other job duties as appropriate.

TASKS AND ACTIVITIES

• Participate in interviews to identify potential employees and make decisions around employment in collaboration with the Talent Acquisition team
• Initiate and conduct regular communication check-ins with the new hire throughout the new hire training period 
• Grow and support great people by offering guidance and development support to team members while conducting development conversations, initiating personal development plans, and identifying and offering suitable development resources
• Conduct regular one-on-ones to discuss team member performance
• Facilitate disciplinary discussions as necessary
• Initiate discussions with the team on how Vista’s strategy connects to the work of the team members
• Perform quality processes (e.g. call listening, side-by-side monitoring, call calibrations etc.) to evaluate performance and development progress and be ready to take customer interactions when needed
• Identify opportunities and implement measures for improving team performance
• Reflect on and proactively ask for feedback about own performance, and drive and document development progress in the personal development plan
• Use existing learning resources and development opportunities to expand knowledge, build skills, and develop alternative behaviors

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Profound experience in a customer service setting
• Demonstrable expertise and experience in people management and development, in a constantly changing environment, and in a remote setting

• Education requirement depends on each location

• A Bachelor’s Degree or similar education. Bachelor’s Degree, preferably a business or communications related major
• An aptitude for technology learning and the use of multiple systems
• Good understanding of principles of change management and agile organizations
• Fluency in (insert language) and English
• Identify the educational qualifications that an employee must possess to satisfactorily perform the job duties and responsibilities.
• State the educational qualifications in terms of areas of study and/or type of degree or concentration that would provide the knowledge required for entry into this position.

PREFERRED SKILLS AND COMPETENCIES

• The absolute will to deliver service excellence and gain customer loyalty
• Empathy and outstanding communication skills in one-to-one as well as group settings
• A leadership style based on partnership and empowerment
• Ability to identify and develop individual strengths and talents within the team
• Willingness and ability to constantly learn from feedback and continuously develop your own skill set
• A structured, thorough and sustainable working style
• Ability to gather and interpret available data to guide and/or reason a decision