Job description

Are you an experienced Team Leader within a contact centre?

Do you strive within a fast-paced environment ensuring your team are exceeding KPIs?

If you answered yes to both of those questions, this could be the ideal role for you!

The Team Leader will support the Operations Manager with the successful delivery of the business through the ownership of day-to-day shift delivery. Through the direct management of a team of Customer Service Advisors, this role will take accountability for the delivery of the teams ‘KPIs,’ ensuring we provide a consistently high level of customer service for our clients.

Key Responsibilities:

• Work closely with Operations Manager to achieve high productivity outputs from the team
• Provide leadership, development, and coaching of Agents.
• Create a culture of communication and engagement within the department
• Monitor and maintain quality standards in line with client requisites.
• Liaise with internal stakeholders to collaboratively to achieve goals
• Complaint ownership - driving problems to resolution
• Conduct any appeal hearings under formal company policies such as disciplinary, sickness/ RTWs and attendance reviews and grievances
• Review performance, quality and efficiency in line with relevant MI provision

Essential Experience:

• A proven track record of leadership, coaching and performance delivery in a contact centre management role.
• Experience of managing in an inbound and/or outbound contact centre environment
• Experience in leading meetings with a junior management team and stakeholders and representing the company in meetings with clients or external third parties

Essential Competencies:

• Ability to communicate and influence at all levels within the organisation.
• Passionate about delivering the right outcome for the business, client and customer and the proven ability to inspire this in others
• Passionate about creating the right employee experience through positive management culture, managing effective performance, maintaining excellent behavioural standards and effective communication models with proven ability to deliver this
• Commercially aware, analytical, and possessing sound business acumen and decision-making skills
• Ability to prioritise workload through applying thinking against urgency v importance / value to business / effort required
• Ability to work on own initiative and as part of a team with proven ability to innovate and deliver change
• Creative and innovative approach to problem-solving. Providing solutions to complex subjects in a timely manner

We Offer: In return for your hard work, we offer several tangible benefits such as:

• The opportunity to gain further qualifications through external training
• Excellent career progression and training opportunities
• Employee pension
• A great working environment with a fantastic team of people
• Permanent working from home with monthly allowance
• Managerial programmes
• Retail and hospitality discounts
• Reward and recognition scheme
• Mental Health First Aiders

Hours: 40 hours per week, rotational between Monday - Friday 8am - 10pm, Saturday - Sunday 8am - 8pm. full flexibility required within these time frames.

Job Type: Full-time

Salary: £24,500.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Referral programme
• Wellness programme
• Work from home

Work Location: Remote

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