PRIMARY PURPOSE OF THIS POSITION CSC Inbound Team Leader manages a group of Customer Contact agents effectively, trains them, ensuring customer service and service standards are adhered to. This includes promoting staff development, seeking, and creating opportunities, helping staff act on their developmental needs and setting challenging goals. Responsible for overseeing the performance of a team of CSC agents and provide leadership, coaching and support to the team. Responsible for managing shift schedules, training staff, allocating duties, and handling problems or queries that require a higher level of authority Responsible for reviewing employee performance, and report progress to the call or CSC Manager. Required to work shift work, including weekends, public holidays, and evenings. Host one-on-one discussions and create great place to work’ To manage the applicable shifts in the department, ensuring the Customer Contact Centre is always manned properly. Escalate any appropriate problems to senior management and Risk management. Manage the fair and consistent application of performance management and disciplinary measures as necessary. Monitoring and Consistent skilling and upskill of CSC agents. Closely managing queues to ensure low Abandonment rates. Execution of Customer Strategy and Delivering operational excellence. Team leader is also responsible for all training needs within the department.