Opportunity Description
Role Overview
Join DigiOutsource as a Team Lead Risk to manage and develop the Risk Team, ensure SLA compliance, drive performance, and support continuous improvement and risk mitigation.
Responsibilities
As Team Lead Risk you will be responsible for the following:
- People Management
- Recruitment: Conduct interviews and support hiring of the Risk Team.
- Workday & Roster Management: Manage leave requests, shift staffing, and coverage to handle workload.
- People Development: Drive behavior, identify coaching needs, provide feedback, succession planning, and promote a customer‑service oriented ethos.
- Performance Management
- Ensure SLA standards and KPI expectations are met for shifts, agents, and team.
- Report SLA management during handovers and to Service Manager.
- Collaborate with coaches to monitor performance, document feedback from QA and conduct ...