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Team Leader – Gumtree Project

Gumtree.com

Our client, Gumtree.com a UK classified website attracts 8.5M unique visitors a month. Every connection made or item found on Gumtree makes a difference by creating a world where people share more and waste less.

The Role

The Team Leader will be responsible for the management of a team of agents, within the Gumtree project. Through monitoring and on the job coaching, the incumbent will assist the agents in achieving quality, productivity, moderation, and attendance targets. The Team Leader will work as part of the management team striving to meet all SLA’s, targets and objectives through effective staff management. The Team Leader will provide fraud, operational, policy and technical support, where possible, to all agents as well as to other colleagues.

Responsibilities

To promote a strong customer care culture by effectively dealing with all customer escalations to resolution;

To provide clear instructions to the agents of the working priorities for the day, their targets, and their previous performance;

To provide coaching to all agents to ensure that quality, moderation and productivity performance is optimized;

To ensure that all staff related systems are updated regularly, providing oneself and the department with a true overview of the activity and attendance of one’s team;

To ensure that fraud is minimised through training/coaching and that moderation is completed in compliance of Gumtree policies;

To ensure that all information relevant to the role and company is communicated to one’s team through regular briefings;

To reduce the amount of errors made by one’s team in relation to victims, policy, blacklisting and customer contact;

To ensure full compliance with legal notices and related legislation;

To contribute to the team of Team Leaders, through open and regular communication and effective performance management;

Proactively report on any instances of potential fraudulent internal and/or external activities to a Shift Leader;

To provide the agents with regular 1-2-1’s where performance and development is discussed;

To minimise customer complaints and escalations by directing the team in providing exceptional service and delivering to a first contact resolution;

To ensure that all technical equipment is working in a manner that supports the Gumtree project, and communicate any issues to the Shift Leader;

Maintain complete and comprehensive team records for each Gumtree Agent including 1-2-1’s, development plans, training records and attendance documentation;

To report on attendance/quality/sales/productivity/attitude within the team;

To communicate any problematic issues to the Shift Leader;

To cover agent duties when staffing shortages occur;

To pro-actively offer suggestions to the Shift Leader team on ways to improve the performance of the Gumtree project;

To be responsible for one’s own personal development and highlight any development needs to your Shift Leader;

To perform any other task as assigned by Management.

Characteristics / Behaviours

Possess flexibility

Be able to work in a team and promote teamwork

Be punctual and self-motivated

Be customer focused

Be results driven

Possess Integrity

Ability to work under pressure

Skills and Experience

Prior experience in a Customer Service environment

Experience of coaching and developing agents is desirable

Excellent standard of oral and written English

Planning and organisation skills

Leadership skills

Communication skills

Motivation skills

Posted: Thu 09 Jul 15

Note: This job advertisement is no longer active.



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