Junior Team Lead

Junior Team Leader

Job Summary:
Team Enablement and Quality Assurance
● Facilitate bi-weekly coaching sessions for support specialists
● Diagnose team knowledge gaps via systematic ticket audits
● Champion operational consistency by designing and delivering interactive training and
refresher
sessions
● Safeguard SLA performance by continuously monitoring daily queue volume, output
trends, and key
efficiency metrics
● Synthesize team performance data to keep the Team Lead continuously informed on
operational
health, risk factors, and workflow improvements.
Workforce Management and; Performance Analysis
● Monitor real-time and historical performance statistics across team and individual
levels to ensure
operational targets and SLA thresholds are consistently met
● Produce and distribute regular and comparison performance reports covering key
metrics including
handle time, queue volumes, output trends, QA and SLA adherence, keeping leadership
informed with
accurate, timely data
● Contribute to workforce forecasting by analysing volume trends and workload patterns
to support
staffing and scheduling decisions
● Identify and assess performance gaps through structured review of KPI trends, quality
scores, and
productivity data

● Translate performance gap analysis into targeted action plans in collaboration with the
Team Lead,
driving measurable improvement across the team
Multi-Channel Customer Ownership
● Manage inbound phone, live chat, and email enquiries from first contact through
resolution
or structured escalation
● Apply policy confidently and explain decisions clearly without reliance on scripts
● Maintain control of complex or emotionally charged conversations
● Ensure consistent service quality across all communication channels
Collaboration & Escalation
● Exercise sound judgement on resolution versus escalation
● Escalate complex, sensitive, or out-of-scope cases appropriately
● Protect compliance and regulatory standards in all interactions