Team Leader will directly report to Cluster’s Assistant Manager assigned for the department.

The team leader ensures team excellence by guiding the team member with their day-to-day. Is a position to fulfill the role of buffer between the upper management & the department staff. Team leader is the team member’s point person so they often engage in many of the same activities as their direct reports, leading by example, while providing support and training. The responsibilities of a Team Leader include but are not limited to:

Managing the day-to-day activities of the team.

Motivating the team to achieve organizational goals.

Developing and implementing a timeline to achieve targets.

Delegating tasks to team members.

Conducting training of team members to maximize their potential at least 1 per month..

Empowering team members with skills to improve their confidence, product knowledge, and communication skills.

Conduct Goal setting for agents on a monthly basis.

Conducting quarterly performance reviews.

Reviews month-to-month agent performance and follows progression processes.

Measures of success are the quality of audit and coaching.

Conducts Performance Improvement Plan (PIP) coaching.

Facilitates Call Calibration at least 1 per month.

Monitors agents’ productivity through their daily number of calls, updated reviews and cases, and offline activities.

Contributing to the growth of the company through a successful team.

Create, update and edit changes in the knowledge base for any process implementation or revamp.

First point of team escalation.

Creating a pleasant working environment that inspires the team.

Understands how to balance and make decisions that positively impact their employees, the clients (renters and owners) and stakeholders, and the entire organization.

 

Able to Make Hard Decisions and Solves Problems

Having a clear vision and Investing in the team’s future

Must Act with Integrity and Objectively

Must know How to Empower team members

High level communication skills.

Proficient in speaking conversational English (phone).

Proficient in writing conversational English (text & email).

Provide clear and legible communication on all platforms.  

High level customer service skills.

This team is a huge part of our customer retention.

Thus property owners, tenants, and service providers must be handled with a high level of customer service skills.

Create and build new relationships with clients and service providers.  

High attention to sensitive details.

Maintenance issues can become legal issues in which our information is vital.

High level of personal organization.

Maintenance tickets come in at a high volume.

With over 1200 properties in 3 markets and 500+ incoming tickets a month, personal organization is key.

Must be flexible and adapt to change.

Both in schedule and in process. We are a 24 hour team.

Our portion of the business is very fast paced and our supporting processes are forever changing to be more efficient.