RiskTeamLead

Recruitment: Conduct interviews to assist with the recruitment of the Risk Team., Workday Management: Manage leave requests for your team, ensuring adequate shift staffing., Roster Management: Ensure sufficient coverage of team members to handle the workload., People Development: Drive and maintain the correct behaviour within your team.

Identify individual and common coaching/training needs.

Conduct frequent development catch-ups and succession planning with your team.

Provide constructive feedback through honest conversations.

Promote Department Vision: Foster a customer service-oriented ethos within the team., Performance Management: Ensure SLA standards are met for each shift, agent, and team, in accordance with department targets.

Report on SLA management during shift handovers and to the Service Manager.

Collaborate with coaches to monitor and evaluate performance during the incubation period, with responsibility for sign-off.

Maintain a balance between team efficiency and morale.

Set and monitor KPI expectations for all team members.

Work with coaches to enhance team proficiency.

Provide and document feedback based on Quality Assurance, recognizing both areas for improvement and high standards of work.

Conduct performance appraisals for team members.

Document qualitative issues, such as QA feedback, coaching, and training, for performance management discussions., Workflow Management: Monitor volumes and determine the best strategy, considering priorities, to maintain SLAs.

Assign workloads and manage agent outputs based on proficiency levels.

Ensure agents manage their breaks and adhere to prompt start and end of shifts.

Ensure your team members perform at their best, fostering team cohesion and a positive working environment.

Manage and handle escalations as needed, ensuring SLA targets are met.

Promptly inform stakeholders of any operational or player-impacting issues.

Identify and Influence Rules: Understand the context of each task, enabling you to identify when risk rules are not triggering correctly or when improvements can be made., Communication & Knowledge transfer: Ensure agents are knowledgeable and aware of objectives at the start and throughout the shift.

Brief all agents on current issues, priorities, and any process or system changes.

Provide a comprehensive debrief to the relieving Team Leader, ensuring they understand the previous shift and are updated on what to be aware of for the next shift.

Ensure all business and operational communication reaches every team member, providing full context and understanding.

Foster an environment of discussion to make collaborative decisions when reviewing accounts.

Be available for void and cash-in sign-off in line with escalation policies while educating team members.

Drive a continuous educational and learning experience on shift, finding fun and engaging ways to do this.

Provide regular reports on risk agent quality performance, developments, and training.

Record and report any performance management concerns or IR matters., Escalation Management: From Your Team: Make void decisions within your given threshold by evaluating the risk and limiting exposure in line with Risk & Fraud policies.

From CSC Team Leaders: Serve as the key contact for urgent escalations, taking accountability to prioritize and resolve them promptly.

Log operational issues with IT as necessary and ensure their resolution with urgency, keeping stakeholders updated throughout the process.

Ensure queries requiring management attention are escalated in a timely and clear manner.