Lead a team of Triage Support Specialists to ensure the successful support of the Turnitin User base and the continuous improvement of team capabilities and performance.
Key Responsibilities and Outputs:
- Manage own time effectively to ensure that leadership duties are carried out, whilst also maintaining a reasonable volume of case work.
- Lead by example in case quality.
- Monitor performance at team and individual level – share with support leadership team.
- Manage team performance, agreeing clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and enabling recognition.
- Ensure your team are following the established Turnitin ways of working/process and procedures, liaise and share with support leadership team to look for shared experience/problems.
- Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.
- Provide quality feedback to direct reports, based on output from Quality and Knowledge team.
- Deliver regular 1-1’s to team members, providing structured feedback and guidance on areas for improvement.
- Take part in recruitment activity for the team as required.
- Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
- Overall responsibility for team scheduling to ensure that appropriate staffing is available at all times based on case arrival patterns and historical trends.
- Actively progress own personal development.
