Key Responsibilities

• Staff and Team Management: Supervise and lead night shift staff while ensuring adherence to company policies and procedures.
• Assign duties to employees based on roles, skills, and operational needs.
• Train new and existing staff through monitoring the completion of training modules and development activities.
• Monitor staff performance, provide feedback, and address employee concerns or disciplinary matters in line with company policies.
• Ensure service level standards are met by monitoring call and enquiry completion within required timeframes.
• Monitor customer satisfaction levels relating to the team’s service delivery.
• Address staff requests and manage workplace conflicts effectively.
• Conduct team meetings and communicate performance expectations and operational goals clearly.
• Operations and Security: Maintain a safe and secure working environment for all employees...