• You will manage a team of Player Support Agents

• Set targets for all other agents to meet

• Schedule and organize shift patterns for team members to ensure that customers are never left unattended

• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members

• Monitor all correspondence to ensure that due procedures and quality standards are strictly adhered to

• Facilitate and organize training sessions for all agents and participate in recruitment of new agents

• Recommend and purchase gadgets to enhance job performance

• Conduct regular review of agents’ performance and organize training sessions for under performers

• Submit regular reports to management and seek new ideas and strategies to improve performance at the studio

• Keep up with trends and happenings in the industry, ensuring adherence to industry standards

• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times

• Ensure a safe and harmonious working environment for all team members and delegate duties to all team members


• Leadership: Team Leads are in charge of other agents whom they would be expected to direct. Therefore, they must have excellent leadership skills and abilities

• Motivation: people work harder when they receive the right amount of motivation so Team Leads would be expected to know how to devise effective motivational techniques to improve the performance of their teammates

• Coaching and Mentoring: Team Leads are also expected to be great tutors and excellent mentors to their team members

• Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves

• Goal Setting and Achievement: the Team Lead would also be in charge of setting goals for others to achieve and must therefore be an achiever too • Multitasking: Team Leads managing the studio must be able to handle multiple tasks at the same time without errors and mistakes.


• Bachelor’s degree

• 2-4 years of experience in a leadership position

• Advanced knowledge of Google Drive (Docs, Sheets)

• Advanced knowledge of Windows Suite (Word, Excel, Powerpoint)

• Excellent communication skills – written, verbal and listening

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