Fmic Team Leader

3 months ago

Leicester, United Kingdom Bellrock Property and Facilities Management Full time

**Contact Centre Team Leader**

At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when youre part of Bellrock, youll get everything you need to be your best at work - because our people are the heart of our business. And were all about helping them to shine.

The main purpose of the role is to manage the performance of the contact centre agents and manage the clients workloads and contracted service level agreements. To motivate and performance manage, ensuring that key targets are met. Ensuring that appropriate action plans are in place for under performance, and positive feedback and recognition is given. To coach, and inspire agents to deliver service excellence, through high employee engagement.

**How will you be the change?**:
We believe every role is essential to providing that peace of mind for our customers - whatever part of the business youre in. Because every role plays a part in driving us further. And everyone can be the change. Thats how deliver value for our customers, and building systems that lead the way

And as a Contact Centre Team Leader with Bellrock, youll do it by
- Call Quality coaching & honest feedback, identifying challenges to overcome & opportunities to improve.
- Monthly 1-2-1 meetings with team members, focusing on KPIs, behaviours, continuous improvement, development and business updates.
- Conducting RTW interviews/ managing positive attendance, Performance Management sessions, Probation Review meetings & Personal Development Reviews, Disciplinary meetings and also assisting the broader leadership team in these areas.
- Daily Team Huddles to handover/ identify any issues that may affect the operation of the Client Service Centre.
- Focusing on resourcing daily vs. call volumes and ensuring that all call queues are adequately resourced, absorbing sickness & holidays, breaks & lunches across the 24 hour shift pattern.
- Ensuring that workflows are distributed throughout teams and that the output is measured & reported back to the CSM.
- Monitoring the call queues and taking action to maintain the required Grade of Service & agent adherence.

**What does it take?**

If youre ready to be the energy that helps us build our business, share our success, and really own it as a Contact Centre Team Leader, youll need
- Experience managing and coaching a team
- Understanding of contact centre KPIs and operations.
- Be authentic, honest and perform the role with integrity
- Experience managing a team
- Being available, accessible & assertive.
- Ability to think and make decisions quickly
- Passion to lead by example and support in delivering a fantastic customer journey
- Ability to collaborate with other departments and stakeholders for continuous business improvement

**Working arrangements**

**What can we offer you?**

Upon joining Bellrock, you can expect a comprehensive benefits package including:

- 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, its on us)
- Salary exchange pension scheme
- Life cover
- Paid sick leave
- LifeWorks employee assistance and wellness program
- Enhanced maternity, paternity and adoption leave
- Salary sacrifice schemes: Cycle to work and Techscheme
- Holiday purchase scheme of additional 5 days per year
- Offers and discount scheme designed to save money on everyday shopping and essentials
- Healthcare Cashplan
- MotorSave Scheme
- Refer a friend
- Bright eyed
- Liftshare

**Helping you to shine**

Weve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.

So, if you join us, youll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.

**Ready to start shining?**

Our people are our passion, so were all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if youre ready to start your career journey with Bellrock, were ready to welcome you. Its a great place to be - the light, the energy, the solution. You.

  • Team Leader

    1 day ago

    Leicester, Leicester, United Kingdom Team Relax Full time

    We are seeking a highly skilled and organized Team Leader to join our Admin Hub team at Team Relax. As an Admin Team Lead, you will play a crucial role in supporting the Central Hub Manager in the management and smooth running of the team.The successful candidate will be responsible for:Managing and processing enrolments, ensuring accurate and timely data...

  • Team Leader

    1 day ago

    Leicester, Leicester, United Kingdom Team Relax Full time

    We are seeking a highly skilled and organized Team Leader to join our Admin Hub team at Team Relax. As an Admin Team Lead, you will play a crucial role in supporting the Central Hub Manager in the management and smooth running of the team.The successful candidate will be responsible for:Managing and processing enrolments, ensuring accurate and timely data...

  • Team Leader

    6 days ago

    Leicester, Leicester, United Kingdom Team Aaa Full time

    About UsTeam Aaa, a leading manufacturer of high-quality food products, is seeking a highly motivated and experienced Food Safety Team Leader to join our team. As a champion for health and safety, you will play a key role in ensuring the well-being of our employees and the quality of our products.**Key Responsibilities:**Lead and motivate a team of food...

  • Team Leader

    3 months ago

    Leicester, United Kingdom University of Leicester Recruitment Team Full time

    **About the role**: We have an exciting opportunity for an experienced financial administrator to lead our Student Credit Control Team at our university. As the team leader, you will be responsible for ensuring timely fee collection from self-funding students for both tuition and accommodation, as well as coordinating with the Student Loan Company to receive...

  • Team Leader

    3 months ago

    Leicester, United Kingdom University of Leicester Recruitment Team Full time

    **About the role**: To deliver an outstanding customer service within the Academic Campus, providing front line response to customers’ everyday queries, requests and feedback. To supervise the Helpdesk Operators (HDOs), in order to deliver a high standard of customer service in support of the University’s objective of providing an excellent service to...

  • Team Leader

    3 months ago

    Leicester, United Kingdom Midlands Care Full time

    A Team Leader in a care home is a position responsible for overseeing and leading a team of care staff in providing high-quality care to residents or patients. The role requires a combination of leadership, management, and caregiving skills. Here are some key responsibilities and duties of a Team Leader in a care home: Team Management: A Team Leader is...

  • Team Leader

    3 months ago

    Leicester, United Kingdom Midlands Care Full time

    A Team Leader in a care home is a position responsible for overseeing and leading a team of care staff in providing high-quality care to residents or patients. The role requires a combination of leadership, management, and caregiving skills. Here are some key responsibilities and duties of a Team Leader in a care home: Team Management: A Team Leader is...

  • Food Safety Team Manager

    6 days ago

    Leicester, Leicester, United Kingdom Team Aaa Full time

    About UsTeam Aaa, based in Leicester is an award-winning leader in the production of high-quality supermarket own label and branded pork pies. We take pride in our family feel within our businesses and work together to make things happen.Job SummaryWe are seeking a highly motivated and experienced Food Safety Team Leader to join our team. As a Food Safety...

  • Team Leader

    3 months ago

    Leicester, United Kingdom Page Personnel Full time

    Great opportunity to work for a Public Sector business - Immediate start with potential long-term opportunities **About Our Client**: The client is a Public Sector and Government organisation based in Leicester. The key responsibilities of the Team Leader are: - Guide a team to hit deadlines - Provide administration support - Implement strategy - Monitor...

  • Team Leader

    3 months ago

    Leicester, United Kingdom Card Factory Full time

    Job Introduction **Location: Gallowtree Gate Leicester** **Contracted Hours Available: 18** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence,...

  • Team Leader

    3 months ago

    Leicester, United Kingdom Card Factory Full time

    Job Introduction **Location: Leicester Highcross** **Contracted Hours Available: 22** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence, our...

  • Team Leader

    3 months ago

    Leicester, United Kingdom Card Factory Full time

    Job Introduction **Location: Gallowtree Gate** **Contracted Hours Available:18** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence, our Team...

  • Team Leader

    3 months ago

    Leicester, United Kingdom Zest Exec ltd Full time

    **Team Leader** **(manufacturing)** **Permanent, Full Time** **£ Flexible depending on experience** **Shifts** **Midlands Based** **The role**: - Play an active role on the shop floor with the team - Support and lead your team to drive outputs (quantity, quality) to plan - Monitor output per hour, meet or exceed output targets for the contract -...

  • Team Leader

    3 months ago

    Leicester, United Kingdom Brook Street Full time

    We are looking for a motivated team leader to manage and supervise a customer service team for a public sector client in Leicester UK. All we require is previous team leading or people management experience in any sector! Role : Process Team Leader Location: Leicester, LE1 - city center office based Contract: temporay for 1 year Pay Rate: £13.14 per...

  • Team Leader

    3 months ago

    Leicester, United Kingdom Pennbury Farm Cafe Full time

    As a team leader at Pennbury Farm, your main responsibility is to assist the General manager/assistant manager with daily duties to ensure efficient running of the café. You will be responsible in assisting with the daily running of the café, to include leading the team by example, maintaining our high standards of cleanliness, possessing excellent...

  • Team Leader

    3 months ago

    Leicester, United Kingdom Tate Recruitment Limited Full time

    JOB TITLE: Team Leader (Inbound Customer Services) BASED IN: Europcar Leicester HQ - LE1 4JS SALARY: £27,545 HOURS: 40 hours per week (Full time) Monday to Friday 8am-6pm (ad-hoc weekends) **Company Summary** Here at Tate Recruitment, we are proud to be collaborating with an industry leader, Europcar Mobility Group! Europcar Mobility Group is a global...

  • Team Leader

    2 weeks ago

    Leicester, United Kingdom Reed Full time

    Team Leader Location: LeicesterJob Type: Permanent, Full TimeSalary: up to £35k Reed Financial Services are partnering with a national Financial Advisory seeking a Team Leader to lead a central and hybrid administration team in Leicester. The role involves ensuring high levels of customer service within given SLAs, supporting the SSAS Operations teams,...

  • Engineering Team Leader

    5 days ago

    Leicester, United Kingdom Pioneer Selection Ltd Full time

    Engineering Team Leader Salary: £52,000  Shift: M-F Days  Location: Leicester We are currently recruiting for a qualified and experienced Engineering Team Leader to work for a very large industrial manufacturing company based in Leicester. The Engineering Team Leader will play a key role in the planning and organizing of the engineering department...

  • Engineering Team Leader

    5 days ago

    Leicester, United Kingdom Pioneer Selection Full time

    Engineering Team LeaderSalary: £52,000 Shift: M-F Days Location: LeicesterWe are currently recruiting for a qualified and experienced Engineering Team Leader to work for a very large industrial manufacturing company based in Leicester. The Engineering Team Leader will play a key role in the planning and organizing of the engineering department and engineers...

  • Engineering Team Leader

    3 days ago

    Leicester, United Kingdom Pioneer Selection Ltd Full time

    Engineering Team LeaderSalary: £52,000 Shift: M-F Days Location: LeicesterWe are currently recruiting for a qualified and experienced Engineering Team Leader to work for a very large industrial manufacturing company based in Leicester. The Engineering Team Leader will play a key role in the planning and organizing of the engineering department and engineers...