Team Leader

6 months ago

Blackpool, United Kingdom LG select Ltd Full time

**Previous experience of managing a telephony team is essential for this role. There is the option to work 5 days over 4 and have a day off per week.**

**Basic salary £35k plus performance bonuses.**

The role holder will be to manage, coach and develop a telephony team ranging from 8- 13 Case Managers, by coaching, developing and managing them in order to contribute to a best in class collection function. Ensure team performance targets are exceeded individually and collectively through effective performance management. Developing and coaching the team to grow both individuals and the team.
- Checking and measuring progress of new trainees once they join.
- Manage team and own time effectively to achieve objectives set.
- Assist in the monitoring of both inbound and outbound calls.
- Manage holiday and cover in the team to ensure that adequate resource isavailable to provide an excellent customer experience.
- Identify areas of development and coach team members accordingly or make request for support through training through line manager.
- Lead by example and set expectations that represent our business culture andethos.
- Work with HR/L&D to provide development plans for future business needs andrecognised as a people builder.
- Use a variety of methods to communicate effectively with your team including,121’s, huddles, team meetings and written communications.
- Develops and implements team activities and incentives that engage and drive success.
- Recruitment, development and retention of individuals to build a highperforming and effective team.
- Undertake performance reviews for the team on a monthly, quarterly and yearlybasis
- Following all processes and procedures to ensure full adherence.
- Team goals and objectives achieved.
- Setting smart objectives that align to the business goals and inSLA.
- Ability to step up and deputise in operations manager’s absence
- Special Projects and any other duties as required by SMT
- Documentation of all paperwork to be completed and savedappropriately.
- Supporting the glidepath for newly trained staff to hitperformance and quality measures.
- Monitoring and managing sickness and absence with all policies and procedures followed
- Understands what needs to be achieved and communicates thepurpose and reasons for doing so with their team
- **Skills required**:

- Strong organisational skills and a keen eye for detail
- High level of computer literacy coupled with analytical skills
- Excellent Communication Skills
- Proven Leadership/Management Experience
- Some training experience would be desirable
- Willing to take on a job-related qualification after initial training period
- High degree of tact and understanding people and situations
- Ability to self-manage time ad varying workloads and able toassist staff with prioritising their own workloads

**Salary**: £30,000.00-£44,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Flexitime
- Free parking
- On-site parking
- Private medical insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

**Experience**:

- Management: 1 year (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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