Team Lead
il y a 1 jour
The Team Leader plays a crucial role in managing the team, ensuring operational efficiency, achieving KPIs, and supporting team members in their development. This role requires leadership, clear communication, and a proactive attitude in line with the values and guidelines of Allianz Services Morocco.
Team Leadership and Development
- Lead the team in accordance with the Allianz People Attributes, leadership values, and applicable guidelines.
- Enable the team to function effectively, follow clear priorities aligned with the strategy, and ensure these are achieved.
- Create a motivating work environment in which employees can perform at their best.
- Ensure compliance with company standards and legal requirements.
- Communicate actively and proactively, and guide employees during change processes.
- Ensure all team members complete their mandatory trainings on SF on time.
Respect the Performance Management Calendar :
- Set priorities
- Conduct mid-year reviews
- Provide continuous feedback
- Conclude the year with objective evaluations, identify training needs, and prepare for the upcoming year
- Prepare and manage work schedules, oversee hybrid work arrangements, and adjust staffing during peak periods.
- Facilitate focus skills trainings as required by the group, to align key team members with future competency goals.
- Foster a collaborative environment by maintaining open communication with other departments and stakeholders, to discuss challenges and share best practices.
- Drive continuous improvement by regularly evaluating team processes, identifying optimization opportunities, and implementing innovative solutions.
- Maintain accurate documentation of all internal and external communication to ensure effective follow-up and compliance with agreements.
KPI Management
- Ensure the team consistently meets the SLA target of 80% or higher to guarantee service quality.
- Monitor average handling time (AHT) and keep it within standard, balancing efficiency and quality.
- Track and improve team productivity by analyzing case and call volumes per team member.
- Prioritize the Voice of Customer (VoC) by encouraging agent performance and addressing areas for improvement.
- Analyze schedule and attendance accuracy to optimize resource allocation and reduce service gaps.
Leadership Behavior Expectations
- Act as a role model within the team, in communication, discipline, and work ethic.
- Promote a culture of accountability, collaboration, and transparency.
- Encourage an open feedback culture where employees feel safe to share ideas and concerns.
Reporting Lines and Stakeholders
- Reports to: Operations Manager
- Works closely with other Supervisors (Trainers, QA, Coaches) and HR
- Serves as a point of contact for [e.g., escalations, team issues, agent performance]
Skills and Competencies
- Strong organizational and time management skills
- Coaching leadership style
- Analytical ability and data interpretation
- Resilient and solution-oriented
- Strong communication skills (written and verbal)
- Language skills: [e.g., fluent in Dutch & French, English is a plus]
-
Team Leader
il y a 2 semaines
Casablanca Metropolitan Area, Maroc Aress Temps plein 900 000 - 1 200 000 par anNous recrutons un Team Leader CommercialNous recherchons un Team Leader pour encadrer et accompagner nos équipes de commerciaux indépendants partout au Maroc sur différents projets. Votre rôle :Superviser le bon déroulement des missions commerciales.Garantir que chaque commercial avance sans blocage sur les projets qui lui sont confiés.Être réactif...
-
team leader
il y a 2 semaines
Casablanca Metropolitan Area, Maroc ManpowerGroup Temps plein 900 000 - 1 200 000 par anDans le cadre du développement de nos activités, nous recherchons unTeam Leader ( environnement administratif)dynamique et expérimenté pour encadrer nos équipes et assurer la bonne conduite opérationnelle du projet.Missions principales:Encadrer, motiver et accompagner une équipe afin d'atteindre les objectifs fixés.Assurer le suivi quotidien des...
-
Operations Team Leader
il y a 2 semaines
Casablanca Metropolitan Area, Maroc Hytech Temps plein 60 000 - 80 000 par anAbout UsHytech is a leading management consulting firm specializing in digital transformation for fintech and financial services companies. With a strong global presence, we provide consulting solutions and middle- and back-office support to empower clients with streamlined operations and innovative strategies.We are seeking a proactive and experiencedVT...
-
Team Leader
il y a 2 semaines
Casablanca, Casablanca-Settat, Maroc EPILTECH MAROC Temps plein 72 000 - 96 000 par anRecrutement : Team Leader – Call Center EpiltechLieu : [Casablanca / Maroc ]Type de contrat : [CDI / CDD / Freelance]Disponibilité : ImmédiateÀ propos d'EpiltechEpiltech est leader dans le domaine de l'épilation définitive et de la lumière pulsée. Nous accompagnons nos clients avec des solutions innovantes et personnalisées. Dans le cadre du...
-
Team Leader Digital Marketing
il y a 2 semaines
Casablanca Metropolitan Area, Maroc Maroc Climate and Security Temps plein 900 000 - 1 200 000 par anDans le cadre de notre développement, nous recrutonsun(e)Team Leader Digital Marketingbilingue FR/ENqui aura pour missions principales :Vos missions :Création et mise à jour des sites internetSupervision des créations et des mises à jour des sites internetContrôle qualité des pages avant publicationAmélioration de l'accessibilité et du...
-
team leader
il y a 2 semaines
Casablanca, Casablanca-Settat, Maroc Intelcia Temps plein 900 000 - 1 200 000 par anEnvie d'une nouvelle aventure professionnelle ? Elle se trouve peut-être ici.Nous recrutons pour l'un de nos partenaires un(e) Team Leader francophone disposant d'une solide expérience dans la gestion d'équipes de téléconseillers dans le domaine de l'assurance (assistance).Votre rôle sera de piloter, accompagner et motiver votre équipe afin de...
-
team leader
il y a 2 semaines
Casablanca, Casablanca-Settat, Maroc INTELCIA Temps plein 900 000 - 1 200 000 par anEnvie d'une nouvelle aventure professionnelle ? Elle se trouve peut-être ici.Nous recrutons pour l'un de nos partenaires un(e) Team Leader francophonedisposant d'une solide expérience dans la gestion d'équipes de téléconseillers dans le domaine de l'assurance (assistance). Votre rôle sera de piloter, accompagner et motiver votre équipe afin de...
-
Team Leader En Assurance
il y a 2 semaines
Casablanca, Casablanca-Settat, Maroc INTELCIA Temps plein 900 000 - 1 200 000 par anNous recrutons un(e) Team Leader en Assurance Prêt(e) à relever un nouveau défi ? Nous cherchons un(e) Team Leader francophone expérimenté(e) en gestion d'équipes de téléconseillers en assurance (assistance) pour rejoindre l'un de nos partenaires et faire la différence
-
Operations Team Leader
il y a 2 semaines
Casablanca, Casablanca-Settat, Maroc HYTECH Temps plein 90 000 - 120 000 par anAre you passionate about operational excellence in the fast-paced world of trading and fintech? Join our client's growing team as Operations Team Lead at a global CFD trading broker, where you'll lead, improve, and innovate how operations support and impact the internal teams.This is an on-site position in Casablanca. We require someone who can start right...
-
Team Leader – UK University Admissions
il y a 7 jours
Casablanca Metropolitan Area, Maroc AHZ Morocco Temps plein 40 000 - 60 000 par anOffice Location:Casablanca, MoroccoSalary:Competitive + Bonus & IncentivesEmployment Type:Full-timeAbout UsAt AHZ, we are proud to be a leading global education consultancy specialising inUK university admissions. We support international students in securing places at top UK universities by providing expert guidance throughout the application process. With...
