Team Leader

2 weeks ago


Croydon, United Kingdom Brook Street Full time

Brook Street are looking for enthusiastic individuals with a 'can do' attitude for numerous full and part time team leader roles for a Public Sector client based in Marklane, London.

This particular vacancy is : 8:30-17:00 OR 12:00-20:00 (rotational hours) with one Saturday a month

Location: EC3R 7NQ

As part of a team, you will enjoy helping people, ensuring each individual receives a professional, efficient and considerate customer experience.

For this role you must be flexible in your approach to work and also be willing to work different shift patterns throughout the week and at short notice. Willing to travel to other sites when needed.

Roles are initially for a six-months' period, with the option to move on to a fixed-term contract.

If you are a good communicator, with great interpersonal skills who excels at problem solving, this organisation would love to hear from you

**Key Responsibilities**
- Lead a team of 10+ agents over a range of shifts
- Motivate, and develop the team and encourage communication.
- Coach and support all members of the team including training new agents
- Complete monthly 1-2-1's & Monthly audits
- Maintain staff rota and ensure its up to date at all times
- Maintain staff absence and be up to date with HR polices
- Ensure all agents have completed mandatory training to timescales
- Schedule team work to required timescales and Service levels.
- Lead the planning implementation, in order to ensure the availability of required staff members
- Ensure that agreed processes/standards/timescales/Quality Requirements are adhered to.
- Identify and manage improvements within own area.
- Update and maintain data base/systems / documentation.
- Comply with regulatory requirements where applicable.
- Collect and provide statistical data/reports as required.
- Work closely with Operations Manager when needed.

**Essential Skills**
- Able to lead teams
- Expert understanding of relevant systems / ERP
- Highly developed user of Excel, Word, PowerPoint
- Good at internal and external communication
- Ability to manage a small budget (FTEs, overtime)
- Ability to set and achieve performance targets


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