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Call Centre Team Leader

2 months ago

London, United Kingdom EML Full time

Role Title: Call Centre Team Leader

Reports to: UK Call Centre Manager/Business Operations Manager

Location: Hybrid (UK based). Offices located in Birmingham B1 2LP, London EC3A 6AP and Wilmslow, SK9 5BG


About EML

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.


As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.


Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.


The Role

The Team Leader role is focused on the management, guidance and supporting of a team of agents to ensure the day-to-day successful running of the call centre team. The role will require you to maintain and develop excellent inter-staff working relationships, adhere to strict SLA response times, as well as continually striving towards EML’s #ONETEAM motto.


What you’ll do

  • Making sure that strict SLA time frames are followed, and that areas of underperformance in this regard are recognised in advance, remediated and escalated to Management where appropriate
  • Represent the Call Centre team at contract review meetings for key contracts
  • Day-to-day management and co-ordination/prioritisation of staff and staff related issues
  • Ownership of weekly and monthly reporting and statistics, both to external sources and for internal review.
  • Maintain customer/client email inboxes, including those on MACP as well as the dedicated HO Complaint inbox
  • Respond to daily customer queries that are more complex than those handled by customer support, as well as official complaints and escalations
  • Ensuring continual staff improvement in performance
  • Conduct monthly performance reviews with staff members to provide feedback and points for continual improvement
  • Effectively manage staff absence, lateness, and non-performance in a professional manner
  • Responsible for rota upkeep and annual leave planning
  • Ensure accurate weekly reports are delivered to Management, detailing on weekly team performance
  • Collating statistical figures for End of Month Reports sent directly to the clients including the Home Office and other key partners and suppliers


What you’ll bring

  • Management experience preferable but not a necessity
  • Ability to effectively people-manage difficult personal situations, as well as return constructive criticism and praise
  • Operate in a fast-paced call center environment where multiple issues may arise at any one time
  • Excellent problem-solving skills
  • Ability to operate at high level internally, working with relevant departments to resolve issues
  • Proven track record of consistent delivery of results
  • Excellent communication and conflict resolution skills
  • High level of organisation and the ability to deal with multiple complex issues at the same time
  • Can identify potential risks and issues that may affect business objectives
  • Understands how and when to appropriately escalate issues


What you will be offered

  • 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days
  • Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe
  • Hybrid working - Be empowered to work smarter, in a way that suits your lifestyle
  • 12 weeks paid parental leave
  • Paid professional memberships
  • Pension scheme
  • Short term bonus scheme
  • Company Health Scheme
  • Long term illness cover
  • Life Assurance (Death in Service) Cover
  • EAP
  • BenefitsHub


Company Culture and Values

Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.


Company Structure

EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.


EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.


We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.