Team Leader, Player Support

Summary

Join PTW as a Team Lead in Player Support, a remote position preferably in the CST or EST time zone. You will manage a team, ensuring adherence to company principles and procedures, while focusing on agent development and exceeding performance targets. This role demands strong leadership, communication, and analytical skills, along with experience in a similar environment. You will collaborate with other team leaders and stakeholders to optimize campaign performance and foster a positive team culture. PTW offers a competitive salary and benefits package, including medical, dental, vision, and 401k matching.

Requirements

• Previous Supervisory/Team Leader/Manager experience preferably within an outsourced or contact centre environment
• Proven track record of exceeding targets through building strong client relationships
• Excellent presentation, verbal, written, communication and interpersonal skills
• Must be self-motivated with the ability to forecast campaign opportunities
• Confidence, enthusiasm and energy
• Well organised and with an attention to detail
• Be a fantastic advocate for our brand

Responsibilities

• Responsible for the delivery of your assigned departments SLAs, ensuring that all compliance, commercial and efficiency targets are met or exceeded
• Managing agent and team performance versus KPI’s/targets
• Providing guidance and coaching feedback and development plans for your team
• Responsible for the full people management cycle of your team
• Responsible for working proactively and constructively with other company stakeholders to establish and maintain department compliance, performance, policies and procedures whilst shaping a 'can do' culture
• A key part of your role will be to carry out analysis of the campaign in liaison and conjunction with other Team Leaders, identifying key areas for development and gathering intelligence

Preferred Qualifications

Candidates in the CST or EST zone are preferred

Benefits

• Competitive Salary
• Medical, Dental, Vision, 401k with matching