Contact Center Team Lead

2 weeks ago

Romford, United Kingdom HCLTech Full time

Key tasks and responsibilities


  • Oversee achievement of individual and team targets in line with agreed and regularly reviewed standards.
  • In line with agreed standards, oversee achievement of individual and team quality targets, including regular reviews and spot checking of calls to assess quality and training needs
  • Manage and resource plan to achieve SLAs and agreed team targets
  • Motivate, encourage, inspire and lead from the front
  • Provide constructive feedback to team members, identify training needs and oversee training and development plans utilizing outputs of direct call listening and other sources such as IQA, breaches, incidents and complaints root cause analysis.
  • Display excellent communication skills both verbal and written
  • Facilitating team meetings,workshops and walkthroughs with colleagues and management
  • Have proven analytical and investigative skills, together with a problem solving proactive approach to regulatory, process and procedural changes
  • Support, manage and implement the delivery of change related to project, regulatory and client requirements in line with the required timelines.
  • Demonstrate flexibility to adapt to changing practices and work priorities
  • See the wider picture and continually maintain a holistic approach to complaint handling
  • Ensure all policy fraud control points are adhered to prevent the fraudulent transactions against policies
  • Ensure that data security precautions are maintained to prevent the possibility of Identity Theft by conducting regular sweeps of desks, locked cupboards, waste bins and locked PCs.


Experience:

  • 1-3 Years in Life and Pensions
  • 1-3 Recent Contact Centre Experience

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