Specific Duties: The OSC Team Leader will be specifically responsible for:

• 1. Supporting Halo Informatics in monitoring, reporting, and compliance with its day-to-day operations.
• Ensure a safe and harmonious working environment for all other team members and managing the distribution of work to all OSC (Operation Support Center) CSA’s, (Customer Support Agent) set targets and expectations of each CSA, ensure that this rota takes into account all leave, training, and supervisions scheduled.
• Create and manage the OSC CSA rota to maximize the cover of staff to reflect the requirements of the
• CCS and group companies needs ensuring the OSC is always manned with enough staff to satisfy its obligations to the operation.
• Responsible for ensuring that all CSA’s are provided the correct equipment to complete their work, all company issued equipment must be signed for and the condition of all equipment must be recorded.
• Equipment must be received as and when it is either replaced or the CSA leaves employment.
• Any non-returns or damages must be reported to the Human Resources Officer to ensure any applicable charges are made.
• Ensuring each shift in the OSC completes a comprehensive handover from the outgoing shift.
• This will include ensuring that you have reviewed all entries in the Communication book, checked the presence and physical state of company computers, telephone equipment, and the status of all tasks in the system.
• The comprehensive understanding of the Standard Operating Procedures of Halo Informatics and its group companies and how the compliance of this SOP is measured and reported in the eOPS system.
• Evaluating how this knowledge is communicated and measured within the team
• Monitoring calls to ensure that due procedures and quality standards are strictly adhered to.
• Proactively identify vacancies and potential vacancies, and work with HR to recruit staff
• Ensure staff are trained, mentored and coached to enable them to meet required standards and maximize their performance.
• Ensure staff are inducted to the required standard
• Monitor staff performance and ensure underperforming staff are supported to improve their performance at the earliest opportunity
• Proactively report to the Operations Management the key issues and areas of improvement that are identified from the holistic view of the OSC team.
• Safeguarding the rights and dignity of each Service User and reporting to Operations Senior Management any concerns or incidents immediately.
• Promote the Vision and Mission of CCS and its group companies and embody the Values and Culture Statements as an example to your team and ensure they also demonstrate these values and culture statements in their interactions with staff and service users in the operation.
• Enhancing current operations through continuous improvement
• Ensuring that the tasks identified for cleanliness, quality, security and safety of the OSC office space are completed and recorded appropriately.

Generic Duties: In addition to specific responsibilities, the Shift Leader will also be responsible for ensuring:

• The maintenance of confidentiality of all information unless otherwise permitted by management
• Full compliance with company’s vision, values, policies and procedures
• Compliance with legislation as reflected in company procedures
• Undergo training and professional development as directed by the company
• Work in a manner that promotes team work and a collegial environment
• Active and positive promotion of the company’s image and brand
• Other duties that may be assigned by management

Skills and Attributes:

The following qualifications, skills and experience are required for this role:

• Leadership Skills, managing workload, performance management, coaching, mentoring and motivating team.
• Goal Setting and Achievement orientated
• Strong administration skills
• Competence in the use of Microsoft Office and Internet applications
• Strong English spoken, listening and written communication skills