We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!The Team Leader has the responsibility to ensure that all personnel in their respective teams are working effectively toward client objectives/targets with a major focus on quality assurance and team performance. The Team Leader will engage with staff as required in areas including but not limited to: performance, personnel management, escalations along with quality to ensure the delivery of a successful outcome within the program. Reports into the Seven Networks Dedicated Operations Manager and regularly updates them on team progress, performance and issues. Works with Dedicated Operations Manager to ensure strategic and departmental objectives are adhered to.Team Leader Duties and Responsibilities:Quality MonitoringEvaluate performance procedures and quality metricsAdvocate compliance to the program standards and proceduresBe a point of reference for quality evaluationsRegularly review and maintain the frontline quality evaluation guidelines and associated toolsReport Quality Assurance evaluationsUpdates the Quality Assurance guidelinesPerformance ManagementEnsure all staff are onboarded and offboarded successfullyFacilitate performance planning, reviews and development plans for all team membersManage team members’ adherence to roster, company policies, procedures, KPI’s and targetsDrives HR policy adherenceCommunicationOrganise and facilitate team meetings to provide effective communication to, from and within the teamEnsure efficient and effective dissemination of information and communication to team membersEnsure relevant information affecting staff delivery of services i.e. regulatory changes is actioned accordinglyVary communication techniques and methods to reach all audience learning preferencesBuilding a strong relationship and working in collaboration with an onshore Australian clientCoachingContribute to the skills competency assessment process for tenured staff, and speed to competency for new employeesSupport the onboarding of new frontline employees by providing additional coaching and supportHelp improve the technical competency of our Commercial Inventory staff through quality evaluations which identify both strengths and development opportunitiesClearly communicates the areas of opportunities of the Commercial Inventory staff during the coaching sessionsContinuous ImprovementIdentifies opportunities to improve performance by using the data and analysing trends and its impact to performanceAreas of direct responsibilityThe preparation of commercial schedules for Seven Network Metro channels as allocated ensuring:ensuring statutory & regulatory compliance including of the Broadcasting Services Act (BSA) and the AustralianCommunications & Media Authority (the ACMA), the regulatory requirements of the Television Industry Code of Practice, the Trade Practices Act and all other relevant industry legislation and Codes of Practice in all activitiesaccurate delivery of booked campaigns, sponsorships and client terms & conditionsfree of potential credits or makegood claimscorrect application of Sales and Inventory Management policies to each schedule and transactionmaximised revenue potential of each schedule through placement and communication of availabilitiesServicing and facilitating Network Sales Teams access to the inventory ensuring:high level of service and professionalism delivered on each transactioncorrect application of Sales and Inventory Management policies to each transactionall required statutory & regulatory complianceAdvanced and post-TX inventory management to create maximum revenue opportunity, and ensure schedule integrity is maintained while reconciling inventory unable to be broadcast.Providing positive contributions to discussion and debate and proactively searching out innovative ways to improve present procedures.Using time effectively, economically and proactively to advance broader team delivery outcomes.Task specific Skills/Duties/ResponsibilitiesGeneral SchedulingEnsure all specific tasks are completed to deliver accurate, broadcast quality draft, final and debriefed commercial schedules compliant with statutory and regulatory requirements, optimised inventory usage, commercial placement, sponsorship and scheduling issues identified, resolved or notified to be free of potential makegood or credit claims as directed prior to specified deadlineSource, consistently and constantly reference the current program formats applicable for the relevant market/s/channel/s as a daily tool for ongoing sales access, availability management, inventory housekeeping, commercial placement and keying applicationsAccurately apply sponsor placement plans, advising integrity/delivery issues to Sponsorship teamProvide accurate communications to Presentation teams to ensure Sales schedules sync with Content scheduleKeep up to date on programming, ratings and demand information impacting Seven’s inventory and demonstrate engagement in broader industry issuesDemonstrate engagement in that each market’s specific local requirements and issuesKeep up to date on programming and rating information impacting Seven’s commercial inventoryDirect all viewer commercial complaints to the CI Manager or take contact detailsHave a thorough understanding of broadcast and material management facilities and systemsWork without direct supervision and manage time effectively to achieve broader team goalsPunctual, prepared attendance at Commercial Inventory and Sales meetings as requiredCalls SpecificFacilitating Sales’ access to the Network’s main and multichannel commercial inventories in a call-centre environmentAnswering the Network Placement Line in a professional manner, delivering satisfactory and efficient outcomes for all internal requests and queriesMonitor your own and the team’s call efficiency and performance stats ensuring an excellent service rateControl and maintain inventory to assist sales personnel in creating availabilitiesAs directed, housekeep and advance prep allocated markets to maximise inventory availability and revenue potential and facilitate effective advance schedule productionNotify Team Leader when call traffic is slow and actively seek opportunities to work in advance, assist in other clerical tasks and cross-trainInventory ManagementMaintain and optimize commercial availability and inventory integrity as directed to ensure maximum availability & revenue potential and most effective inventory usageProcessing of advanced program changes and promptly reconciling any affected commercial inventoryActively work ahead to facilitate effective advance schedule production, minimise potential disruption during absences for leave or training opportunities, maximise opportunities for cross training and ensure maximised checking opportunities and proactive error detection of external or internal stakeholder errorsPeople ManagementProvide support to CI Team Leader to achieve the Team’s goalsProvide timely and accurate information to appropriate parties when requested and requiredCommunicate with and assist CI and Sales Management and personnel and other Seven employees when required or directedBuild strong internal and external relationships to enhance the team’s overall effectiveness and performanceInitiate and encourage innovative thinking; foster attitudes of vigilance, alertness and care for attention to detail among staffAdministrative DutiesEfficiently file all documents relating to the current inventory management policies for easy referralEnsure all scheduled and unscheduled absences are promptly recorded on the Seven internal HR system.Other DutiesFulfil other duties consistent with the role as required or requested by CI Team Leader, CI Manager, CI Operations Group Head, Director of Revenue Strategy and/or the Network Director of SalesThe CI Coordinator is expected to operate at all times within the framework of the Seven Network (operations) Ltd.’s. guidelines, policies and proceduresJoin the A-Team and experience the A-Life!
