Team Leader

7 months ago

Belfast, United Kingdom HCL Technologies Full time

HCL are currently recruiting for a Team Leader to support contact center based in Belfast City Centre.

The Customer Care Centre provides Inbound and Outbound support for banking operations. This includes contact from both Fixed and Mobile consumer base through both Telephony and Web based contact centre methods Ensure good integration with back office operations for proper execution of end-to-end processes.
- Meet Client and Organization objectives at a center and team level
- Observe individual transactions and monitor to find best practices and improvement opportunities
- Managing the floor ensuring consistency, adherence and discipline
- Participate in planning and execution of work for self and team
- Report performance and escalate problems
- Establish and maintain effective work procedures
- Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge
- Understand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both a regulated and a competitive market.
- Plan and monitor operations initiatives to improve the efficiency and effectiveness of the voice process
- Review and ensure processes are in compliance with internal policies and external regulations.
- Respond to escalated issues regarding performance and quality.
- Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters.
- Interface and coordinate with various stakeholders

**Functional Competencies**:

- Strong computer literary including MS Office
- High level of written English
- Applicants need to be proficient at typing, with an above average words per minute typing speed

**Behavioral Competencies**:

- Excellent leadership and motivational qualities
- Excellent presentation, design and writing skills
- Strong leadership skills and ability to demonstrate same. Strong negotiation skills gained in a changing environment.
- Proven track record of meeting and exceeding expectations.
- Ability to inspire and support team, customers and colleagues. Able to work on own initiative and manage own time and workload effectively. Confident decision maker, able to work on own initiative.
- Commercially aware, customer centric individual. Quick learner
- Develop a good working internal relationship with stake holders. Creative problem solving skills
- Strong attention to detail and quality.
- Self-motivation with positive approach to targets
- Flexible with Shifts

**Experience**:

- Minimum 1 year in Team management

HCL_BSERV

Reference ID: CynergyTL

**Job Types**: Full-time, Permanent

**Salary**: Up to £26,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Gym membership
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Store discount
- Transport links

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability

**Experience**:

- Team management: 2 years (preferred)
- Customer Service: 1 year (preferred)

Ability to Commute:

- Belfast (required)

Work Location: In person

Reference ID: CynergyTL

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