Description

Scope of functions: 

  • Actively manage, coach and appraise the performance of all team members, resolving performance issues promptly 
  • Ensure an effective working environment and consistent motivation for all team members to deliver to their full potential 
  • Plan and organize to ensure high performance in areas of required skills, knowledge and competencies 
  • Proactively review team members on the process of continuous improvement and implement changes to working practices/ processes 
  • Deliver client satisfaction on quality and service level 
  • Address, resolve and escalate problems as appropriate 
  • Measure and track performance against established goals 
  • Provides reports as required by the supervisor 
  • Maintain forecasting / scheduling / real-time management requirements 
  • Using available reports and other software reports effectively  
  • Identify and offer solutions for operational and service problems 
  • Coaches and develops staff, monitors staff product and technical knowledge 
  • If required provides quality, ongoing feedback and required training 
  • Maintains an in-depth knowledge of the client’s product 
  • Ensures the attainment of client Service Level Agreements

Requirements:  

  • Minimum 6 months tenure within the Credit Disputes UK account.
  • No active disciplinary in the last 6 months 
  • Leads by example 
  • Member of the relevant project and good knowledge of the account processes 
  • Gains trust and respect from staff and works well with others  
  • Motivates and reinforces teamwork and solicits the input and involvement of others 
  • Strives for continuous personal development and improvement 
  • Portrays a professional image to the client and to the team 
  • Maintains a level of knowledge which allows for effective problem solving/trouble shooting 
  • Focusing on key objectives; proactive self-starter 
  • Sets and works to own standards and team standards 
  • Prioritising own workload and managing staff effectively 
  • Makes decisions in line with the business needs of Foundever and the client  
  • Allows for effective problem solving and trouble shooting 
  • Excellent use of the English language, both spoken and written. 
  • Will be required to work on some weekends and late/night shifts in rotation with other Team Leads 
  • Willing to commit long-term to the Larnaca office 

Foundever Cyprus is an equal opportunity employer