Scope of Requirements
Position: Junior Team Leader
Department: PlayStation
Working Hours: Flexible
The selected candidate will be responsible for managing daily operations, coaching team members, and ensuring the delivery of high-quality service and performance in line with Foundever and PlayStation standards.
Scope of Functions
- Actively manage, coach, and appraise the performance of all team members, resolving performance issues promptly.
- Real-time management, monitoring and immediate adjustment of operational activities—such as skilling, agent availability
- Ensure an effective working environment and maintain consistent motivation across the team to help all members deliver to their full potential.
- Plan, organize, and monitor activities to ensure high performance in skills, knowledge, and competencies.
- Proactively review team processes to drive continuous improvement and implement changes to working practices and procedures where needed.
- Ensure client satisfaction in terms of quality and service levels.
- Address, resolve, and escalate operational problems as appropriate.
- Measure and track performance against established goals.
- Provide regular reports as required by the supervisor.
- Utilize available reports and software tools effectively for performance management.
- Identify and propose solutions for operational and service-related issues.
- Coach and develop staff, monitoring their product and technical knowledge.
- Provide ongoing feedback and training where required.
- Maintain in-depth knowledge of the client’s product and ensure team alignment with business objectives.
- Ensure attainment of client Service Level Agreements (SLAs).
Requirements
- Minimum 6 months’ tenure within PlayStation.
- Proficient in spoken and written English.
- Demonstrates trust, respect, and effective collaboration within the team.
- Motivates and reinforces teamwork, encouraging input and engagement from others.
- Committed to continuous personal and professional development.
- Portrays a professional image to both the client and the team.
- Maintains strong problem-solving and troubleshooting abilities.
- Proactive self-starter focused on key objectives.
- Sets and upholds high personal and team standards.
- Effectively prioritizes workload and manages team resources.
- Makes sound decisions in line with Foundever’s and the client’s business needs.
- Demonstrates flexibility and accountability in delivering consistent results.