Contact Center Team Leader

4 weeks ago


Dalgety Bay, United Kingdom Ingenico Full time

Date: Jun 29, 2023- Company:
- Location: Dalgety Bay, GB, KY11 9JUIngenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

At Ingenico, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly skilled Contact Centre Team Leader, then get ready to join our company.

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.

**Your day-to-day responsibilities include**:

- To lead, coach and manage a team of Agents, to ensure all the team members meet all KPI’s, service targets and quality standards.
- To perform regular weekly meetings with the team to discuss team objectives and any pertinent issues.
- To manage call distribution using the telephony system to ensure all Contact Centre SLAs are met.
- To provide technical and procedural assistance to the agents within the team.
- Driving Customer Service within the Team ensuring service excellence and professionalism is continually at the highest possible level, including ongoing assessments of processes and procedures.
- To manage and account for the departmental open tickets.
- To handle complaints to the best possible resolution for the Customers and Ingenico UK Ltd
- To facilitate and manage their direct team shift requirements.
- To validate solution pages for team agents.
- To participate in internal or external qualifications or training courses as deemed appropriate by the training team

or line manager.
- To adhere to company policies, processes, and procedures always.
- To show flexibility within the role, aiding other teams as workloads allow

Work on specific ad hoc projects as defined by the business, including managing Client Service Improvement Plans
- (This list is not exhaustive; the job holder may be required to carry out other duties as required to fulfil the role as instructed by the Head of Customer Service_

**Signs of success**
- To manage a Team of Helpdesk Representatives to deliver excellent service
- You improve Quality, by coaching for performance, via verbal and written conversations, reviewing and managing complaints and compliance
- You improve self-management and conduct performance huddles, 1to1s, Mandatory training and e-learning and time management
- You ensure RFT (Right First Time) measure are achieved, PCA - Percentage of Calls answered, abandonment rate, ticket management within SLA, First Time Resolution and Average Handling Time.
- Manage Local Gross Managed Costs, improving productivity and adopting a continuous improvement approach and managing service improvement plans.

**Skills we can’t do without**:

- Able to motivate team members to produce the required levels of performance
- To communicate with customers, internal and external on the telephone in a professional manner
- Need to work in a team environment and work to the Contact Centre’s targets and objectives
- Ability to produce and analyse reports on Contact Centre Activities.
- To manage own workloads
- Ability to be flexible and work to changing priorities demanded by the customer requirements
- Previous Contact Centre experience advantageous

**Skills we’d like**:

- You Lead by example
- You have Good people skills
- Good customer service skills
- Ability to manage change well and adapt to change
- You prove solid knowledge of analytical ability
- You always act with discretion

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

We want to adapt our processes and create a safe work environment that welcomes everyone.

To learn more about what it's like working inside Ingenico, follow us on LinkedIn


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