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Team Supervisor

2 months ago

Newcastle upon Tyne, United Kingdom Randstad Technologies Recruitment Full time
Team Supervisor - Finance & Processing - (Banking Contact Centre)
My prestigious high street bank is looking for an experienced Team Supervisor to lead their Finance and Processing Team within a busy regulated financial services contact centre.
Role Duties
You will be responsible for the day to day management of a small team of Finance and Processing agents.
Monitoring and managing their productivity and quality to ensure workloads are cleared efficiently and to the required standard.
Ensuring processes are followed and in line with client FCA and client policy requirements.
Where needed, deputising for Operations Manager internally, as well as with the client.
You shall spend the majority of your time guiding and coaching your own team to help them achieve their goals
You will provide your team with clear objectives and develop them in their ability to deliver excellent customer service
You will have experience in dealing with a broad range of performance management and challenging people issues
You will also assist the Contact Centre Operations Management team with the day-to-day effective running of the Contact Centre, driving team performance to achieve all Service Levels.Essential Skills
Experience of working in a contact centre environment
Used to working to financial client guidelines and regulatory standards
Can demonstrate strong leaderships skills including performance management
Operations
Customer oriented
A proven track record in people development and management.
Strong coaching experience
Excellent analytical and problem-solving skills.
Excellent organisational skills.
A keen eye for detail and high levels of accuracy, with solid administration experience.
Excellent verbal and written communication skills.
IT skills with good knowledge of Microsoft Office, in particular Excel and PowerPoint for reporting and presentations.Desirable Skills
Financial Services, or another regulatory environment experience is extremely advantageous.
Knowledge and experience of FCA standards
Operations management knowledgeThis is an excellent opportunity to join a major organisation in a vibrant contact centre. Full training will be given and after 6 months hybrid working is possible.
This is initially a 6 month contract role but should extend and my client is looking ideally for candidates who want a longer term role.
So if you have the right experience or are currently working in a contact centre and want to take that next step to supervisor level then get in touch to find out more.
Randstad Technologies is acting as an Employment Business in relation to this vacancy