Operations - Team Leader, Contact Centre

5 days ago

Edinburgh, United Kingdom Ipsos UK Full time

**_Are you looking to develop a career in one of the world’s largest Research Organisations?_**

This role is based in our Edinburgh Operations Hub and plays a key role in delivering projects, nurturing and up-skilling our workforce, spotting talent and promoting a welcoming, healthy and productive environment where people want to perform their best.

This role is based in our Edinburgh office and the working days are Tuesday - Saturday.

**The role **

The Team Leaders strive to make every project a success, working efficiently and to high standards. They make sound decisions and are excellent role models for agents and supervisors. They work in partnership with Project Managers in Telephone Operations, “The Flexible Fulfillment Hub”, to effectively execute and deliver projects on time and in full. The projects are varied and involves speaking to the general public or businesses on behalf of different clients on a broad range of topics.

They are experts in CATI data collection and they have excellent interviewing, supervisory and technical skills. Team Leaders follow processes, manage people and distribute information. They ensure all staff are adequately briefed on projects and monitor performance. They have the knowledge and expertise to pre-empt issues and take a proactive approach to avoid problems.

Team Leaders develop strong collaborative relationships and are active, visible members of the whole Edinburgh Operations Hub, from the pool of casual workers up to the management team. They have excellent communication skills and routinely explain the rationale and motivation behind their decisions. They own their mistakes and take corrective action as required.

**What will I be doing?**

This will be a varied and interesting role including:

- The day to day running of the shifts and the delivery of projects and tasks undertaken in Edinburgh Operations.
- Managing team performance and project progress.
- Resource allocation and assigning clear responsibilities to supervisors
- Delivering project briefings.
- Providing support for contact centre agents, arranging coaching and additional training as required.
- Talent spotting, nominating those who could progress to supervisory level.
- Motivating, guiding, training and developing supervisors.
- Handling difficult conversations with agents.
- Adhering to company policy, industry guidelines and regulations.
- Maintaining and improving efficiency of sample and quota management.
- Help identify opportunities for further improvements in work processes and structure.
- Work with the team to systemically improve productivity and quality.

**What do I need to bring with me?**

To be successful in this role you will need the following skills and experience:

- A strong background in the contact centre environment.
- The ability to manage and coach teams and individuals.
- An open mind to learning and self improvement and critique.
- The ability to flex your style to cope with the many different personalities in the wider team.
- Analytical and problem solving skills.
- Attention to detail in all areas of work.
- Ability to work under pressure and remain positive through adversity.
- Ability to create an inspiring team environment with an open communication culture.
- Excellent computer software skills.
- A positive mindset towards change and new challenges.

**About us...**

Ipsos is one of the world’s largest market research companies with offices in 90 countries. We are an innovative, entrepreneurial, client-focused organisation, providing research services to over 5,000 clients worldwide. Proudly, we are the only global market research company that is still controlled and operated by market researchers. We aim to be intellectually curious and passionate researchers who set ourselves high standards and aim to work collaboratively to service our clients most effectively.

Our culture is unique - we have the entrepreneurial spirit and quirkiness of a small boutique, but we also have the resources, scale and diversity of a large global agency. We have more bright, friendly, hard-working and enthusiastic people, from more backgrounds, with more interests, skills and experiences to learn from. Our values are based on our diverse cultural backgrounds, helping us to be responsive, client-focused and flexible.

**If this is what you are looking for from your next role, we look forward to hearing from you

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