Team Leader
At ABTRAN our People are Customer advocated and brand ambassadors for both Abtran and our client. We provide Fast and effective resolution for customer issues and ensure we are always "Going beyond" for customers. The quality, integrity, and commitment of our employees have been key factors in our company's growth. We are hiring the best people and helping them grow both professionally and personally, to ensure a bright future.
Let us tell you more about this great opportunity:
Reporting to the Operations Manager you will be responsible for leading, guiding, motivating, and managing the performance of your team. You will have strong analytical skills and the ability to lead and drive performance and increase quality across the Business Unit. You will ensure that the team is trained and has the knowledge and capability, including soft skills, required to deliver the best service to our clients and customers and ensuring they are well equipped and supported to deliver the service we have committed to. As a Team Leader, you will contribute to the success of the business unit and act accordingly.
How you will spend your day:

• Working with the Operations Manager to ensure calls are answered efficiently, understanding the business unit contract.
• Stretch, Coach, develop and support your team members ensuring regular formal and informal 1:1s and compliance with Abtrans framework.
• Practice Abtrans values of teamwork adopting a lead by example approach with your team.
• Be familiar with and practice a consistent and reasonable approach to company policies and procedures.
• Take advantage of opportunities to identify and support staff development, succession planning, and talent management.
• Monitor, analyze (call calibration) and act to ensure quality standards are met.
• Maintain account knowledge, including attending relevant Advisor product and process training.
• Respond to Client queries and communicate complex ideas simply and clearly.
• Track record of meeting targets on a daily, weekly and monthly basis.
• Lead by example, actively promote and foster a culture where learning and customer service are of the highest priority.

Our ideal candidate:

• Fluency in written & spoken English is essential for this role - preferably C1 or above on the CEFR
• Flexible and adaptable with a positive attitude to change.
• Possess a professional, diplomatic and analytical approach to your own specific tasks and those of your team.
• Have a high level of commercial and business focus to ensure the relevance of all activities and solutions.
• Ability to multi-task in a busy environment and deal with customer queries.
• Proficient in the use of MS Office - Word, Excel, etc
• Excellent communication skills and the ability to deal with both internal and external communications.
  

We've told you what you will do for us, now let us tell you what we will do for you:
At Abtran once you join us you become part of a team and part of an amazing community. We believe in nurturing and inspiring our people. We offer training on many different topics in professional development and personal development. Our Learning Management System has been recognised as the 'Most Innovative Use of Technology' in the HR Leadership & Management Awards.
We believe in motivating our people to meet their goals and progress in their careers and are big on internal promotions. There are so many opportunities for progression and have had many success stories this year and in previous years.
Employee benefits include:

• Competitive salary with regular performance reviews
• Up to 5% Performance Bonus paid quarterly
• Meal vouchers
• Hybrid work options (50% in-office, 50% remote)
• 20 days of annual leave plus public holidays
• One additional annual leave day per year of service (up to max 5 extra days)
• Training programs and professional development opportunities
• Wellness programs and team-building events
• Clear path for internal progression
  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Abtran is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are committed to equality of opportunity and operate non-discriminatory practices in relation to access to employment, conditions of employment, access to training and experience, promotion and classification of posts. All employment decisions at Abtran are based on business needs, job requirements and individual qualifications, without regard to gender, civil status, family status, sexual orientation, age, disability, race, religion, and membership of the Traveller community.
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