Team Leader (Nightshift)

SUMMARY:

Job Overview

POSITION INFO:
Key Responsibilities
Staff and Team Management

Supervise and lead night shift staff while ensuring adherence to company policies and procedures

Assign duties to employees based on roles, skills, and operational needs

Train new and existing staff through monitoring the completion of training modules and development activities

Monitor staff performance, provide feedback, and address employee concerns or disciplinary matters in line with company policies

Ensure service level standards are met by monitoring call and enquiry completion within required timeframes

Monitor customer satisfaction levels relating to the team’s service delivery

Address staff requests and manage workplace conflicts effectively

Conduct team meetings and communicate performance expectations and operational goals clearly

Operations and Security

Maintain a safe and secure working environment for all employees

Oversee night operations to ensure efficiency and client satisfaction

Monitor equipment used during night shift and report any accidents or faulty equipment to management

Ensure compliance with health, safety, and employment regulations

Incident and Problem Resolution

Respond to emergencies, incidents, or disturbances during night operations

Act as the primary point of contact for troubleshooting and resolving operational issues

Handle escalated customer queries and complaints professionally and efficiently

Reporting and Administration

Generate reports on team performance, key metrics, and incidents occurring during the shift

Maintain accurate logs and records of incidents, accidents, and operational matters

Communicate key updates and issues to day management teams to ensure smooth handovers between shifts

Minimum Requirements

Previous Team Leader / Supervisory experience

Strong leadership and people management skills

Excellent communication and conflict resolution abilities

Ability to work night shifts

Strong organizational and problem-solving skills

Computer literacy

Advantageous

Experience in a call centre or operational environment

Experience managing service levels and performance metrics

Advantageous

• Experience in a call centre or operational environment
• Experience managing service levels and performance metrics
• Experience working in a BPO