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Has the responsibility of managing a team of Agents reporting to them.
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Having meetings with their team to make sure that objectives for the day are communicated and understood.
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Having 1-2-1s with their team to discuss any day-to-day issues, and providing support as necessary.
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Ongoing coaching and Learning & Development of their team.
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Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered.
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Monitoring and driving performance across their operation, and preparing relevant reports for senior management.
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Translating the businesses short, medium and long strategy into deliverable objectives for your team.
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Identifying and addressing people issues, and usually having responsibility of adhering to HR processes.
