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Team Lead

4 months ago

Wembley, United Kingdom Air France - KLM Full time

**Customer Service - Team Lead**

**PURPOSE OF THE FUNCTION**

The Team Lead is a high-quality people manager, first point of contact for agents, and develops, supports and challenges agents in a constructive manner. The Team Lead has an leading role in the daily operational steering and shows insight as well as accountability for actions taken to safeguard or improve the daily targets within the scope, which ultimately contribute to the (strategy) goals of the pillar.

**KEY RESULT AREAS**

**1. People management**

Establish a good relation (work and trust) with the employees, agree and steer on objectives and performance targets in order to improve the overall performance of the team. Create an effective team with motivated and capable employees.
- Develop Agents on a professional and personal level to reach the full competence of an agent
- Understand and take appropriate action upon agent’s needs
- Be the voice of agents towards appropriate management layers
- Understand and respond to sentiment in your team, on a personal or team level
- Be a motivator
- Manage team meetings
- Conduct appraisals and evaluate agents
- Execute absence policy
- If necessary, take corrective action
- Assist in personal and work-related matters (e.g. planning or labour conditions related questions)

**2. Operational awareness & control on daily steering**

Is aware of the operation’s situation and status of operational targets. Make deliberated decisions on issues that impact the operational targets on a daily steering level. Monitor agents’ performances in order to optimise performance of the team and by that, reach set goals.
- Be aware of and guard daily operational targets (e.g. service level, coverage rate, shrinkage, absence).
- Make decisions on daily operational targets in case of any unexpected/critical activities, calamities or changes in collaboration with Traffic Control
- Be able to explain and bear accountability on decisions made in daily operational steering
- Organise work in such a way that an optimal use of time and resources are guaranteed
- Make Agents aware of the status of operational targets
- Signal, report and analyse agents performance
- Provide input to direct management about operation’s related issues and developments

**3. SPOC role**

Expert on at least one product or activity to be able to advise the Product Manager of consequences of implementing changed or new processes.
- Keep knowledge about activity or product up to date
- Initiate and/or be part of the communication infrastructure between operation and product/activity manager
- Align processes with stakeholders and provide advise with product/activity manager
- Contributes to implementations and adjustments in the area of expertise

**4. Process control & continuous improvement**

Monitor processes and procedures, signal and take action upon malfunctions and propose improvements.
- Monitor that processes and procedures are followed as agreed upon
- Safeguard changes and improvements are embedded in business as usual
- Make sure changes and improvements are communicated to all parties involved
- Analyse the malfunction in process or procedure and determine the cause
- Propose improvements in processes and procedures for efficiency
- Follow developments in own area of expertise and look for ways how to implement in own processes, procedures and/or policies
- Participate in a constructive manner in improvement sessions/activities/projects

**COMPETENCIES**
- Coaching & developing others - _Providing guidance & coaching to others to improve skills and talents by challenging their abilities and encouraging development.
- Building & maintaining relationships - _Listening and aiming to understand others with open mind and accepting other points of view.
- Analysis & problem solving - _Actively seeking information from diverse sources, analysing it in a way that central and side issues are unravelled and formulating pragmatic solutions to problems
- Planning & organising - _Clearly defining objectives, establishing clear priorities, scheduling activities to ensure optimum use of time and resources
- Cross functional awareness - _Having insight into the various products and processes and the relationships between them and taking this into account for changes
- Decisiveness - _Is willing to make firm and speedy decisions and commit to definite course of action, if needed on the basis of limited information
- Drive & execution - _Being enthusiastic and committed in getting a result, ensuring that important goals are achieved

**Job Type**: Fixed term contract
Contract length: 12 months

**Salary**: £28,732.30-£40,959.56 per year

**Benefits**:

- Employee discount
- Flexitime
- Work from home

Schedule:

- 8 hour shift

Work Location: Hybrid remote in Wembley, HA9 0AA