Example job description
Job title Team Leader
This section gives the
Team Inbound Contact Centre, Wellington
applicant an idea of
where the job fits within
Reports to Customer Service Manager
the organisation and who
they can expect to work
and liaise with.
Direct reports Contact Centre Operator team
Key relationships
internal: Marketing Manager, Operations Manager
external: customers
This section states the
Role purpose
function of the job.
The Inbound Contact Centre Team Leader manages and leads a team
» You want to answer
to ensure that customer services meet client needs as well as the
the question ‘Why does
standards of a national service delivery model.
this position exist?’
Key responsibilities
Deliverables/outcomes
•
ensure team members have
Team leadership
individual performance plans
This section establishes an
•
monitor team performance and
understanding between
you and your future
conduct regular appraisals
employee about what
•
manage training and development of
you expect of them.
team members.
» Setting out deliverables
or outcomes means
•
ensure team members understand
Customer service
that key responsibilities
customer needs and deliver the
are realistically
achievable and
expected outcomes
accomplishments can
•
regularly review work processes for
be measured.
areas of improvement.
» This part of the job
description often forms
•
develop team programmes that
the foundation of a
Operational management
performance
support the organisation’s business
assessment document.
strategy
» Different organisations
may use different
•
monitor and report on progress
names for Key
towards achievement of plans and
responsibilities eg,
strategies
tasks, duties,
competencies, success
•
foster a customer-focused working
indicators.
environment, with clear responsibilities
and expectations for team members.
•
develop and maintain collaborative
Relationship management
relationships with key clients
•
establish and maintain active and
constructive relationships with other
teams in the organisation.
•
ensure staff are informed of and
Health and safety
trained in safe practices and
procedures in their specific areas of
work.
downloaded from , February 2013