Team Leader- E-Commerce - Nadi

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Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

The Team Leader will oversee and guide the team's daily operations to meet McDonald's required service levels and targets. They will provide coaching, identify training needs, manage escalations, and leverage their comprehensive product/process expertise to ensure high-quality support and continuous improvement across the McDonald's account.

Outcomes

Organisational Stakeholders
1. Leadership of the division / department [People]
Workforce that are productive, efficient, motivated and supported Safe, healthy and environmentally aware workforce
2. Organisation Represented
Promote and deliver papers, technical advice, support and policy input to stakeholders and interested parties Collect, analyse and disseminate information
3. Organisation's image and value standards demonstrated and promoted
Collaborate with other teams in the organisation for the benefit of the organisation Monitor and encourage team members to uphold image and value standards Uphold and demonstrate the organisation's image and values
4. Procedures developed, monitored and implemented
Develop, monitor and implement procedures to improve the efficiency of the team's work and to better meet the customer's need Implement and monitor risk management procedures
5. Team Management
Prepare work plans (annual, monthly and weekly basis) Delegate work and supervise staff Provide guidance
6. Teamwork and cooperation
Cooperation within the team and greater function / department Cooperation across functions / departments Work collaboratively to achieve the set targets and goals
Product's Stakeholders
1. Service provider relationships and contracts effectively managed
Service agreements and contracts administered Service level agreements developed to meet the needs of the organisation Monitor and manage contracts

Responsibilities - Critical Competencies

Competence	Description
People
Leadership	Utilise a leadership position to influence people and events and to increase performance.
Team Orientation	Work in a team towards a common aim.
Problem Solving	Develop practical solutions to a situation.

Qualifications

Qualification	Discipline	Notes
Preferred
Diploma	Management or business
Desirable
Degree	Business Management or Business Administration or related fields

Work Knowledge and Experience

1. A minimum of two years of customer care experience within a fast paced business.
2. Previous Leadership experience.
3. Completion of the Team Leader and Senior Agent courses on Moodle.
4. Experience in processes is an added advantage.

Requirements

Language Proficiency
Must have excellent written and oral skills.
Regulatory Compliance Requirements
Strong organization skills with a problem-solving attitude.. Excellent written and verbal communication skills.. Attention to detail.

Interactions

Interaction	Comments
Internal
Travel Agents
Management Team
External
Customers
Client(s)

Attributes

Attribute	Definition
Behavioural Styles
Accepting/compliant	Shows a willingness to go along with things and a compliance with expectations.
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Achiever	Puts in effort to achieve a desired result or goal and is motivated by this end and the overall accomplishment.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Energetic	Constantly active and driven to put in effort. Works hard to promote an enterprise.
Enthusiastic	Shows high levels of excitement and interest, and expresses positive feelings.
Innovative	Devises new and creative ways to do things comes up with original ideas.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Resilient	Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes.
Interpersonal Styles
Consensus seeker	Works to achieve group solidarity and general agreement and harmony.
Empathic	Has the ability to understand somebody else's feelings or difficulties.
Extrovert	Outgoing and showing interest in events going on around them, particularly people, new experiences and changing situations.
Forthright	Speaks out frankly without hesitation, showing a direct manner.
Objective	Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement.
Perceptive	Shows keen insight and understanding of issues or situations.
Realistic	Shows concern for facts and reality, rejecting the impractical.
Self-sufficient and assured	Readily copes with situations without recourse/need of others, showing confidence and belief in oneself and one's own abilities.
Team Oriented	Enjoys being with others as part of a group or team.
Trusting	Places confidence in others without misgivings, relying on their ability, character, and truthfulness.
Thinking Styles
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Conscientious	Demonstrates a sense of right and wrong and a personal obligation to do the right thing.
Decisive	Reaches conclusions, promptly and firmly.
Disciplined/Systematic	Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach.
Flexible/Adaptable	Readily accommodates changing circumstances, modifying own behaviour and/or views. Able to adjust easily to new conditions.
Holistic thinker	Considers issues/situations as a whole rather than analysing or dissecting the parts.
Initiative	Takes action and makes decisions without the help or advice of other people.
Reflective	Takes a thoughtful and deliberative approach.
Well organised	Controls tasks in a well thought out and critical manner.

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