Senior Team Leader

7 months ago

Belfast, United Kingdom HCL Technologies Full time

Manage day-to-day call centre operations, including staff scheduling, performance monitoring, and resource allocation.
- Develop and implement strategies to improve call centre efficiency, productivity, and customer satisfaction.
- Set, monitor, and report on key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction scores.
- Hire, coach, and mentor call centre team leaders to ensure they have the necessary skills and knowledge to provide excellent customer service.
- Foster a positive work environment that promotes employee engagement, motivation, and retention.
- Analyse call centre metrics and customer feedback to identify areas for improvement and implement corrective actions.
- Collaborate with other departments, such as IT, HR, to ensure smooth operations and alignment with company goals.
- Handle escalated customer complaints and resolve complex issues in a timely and professional manner.
- Stay up to date with industry trends, best practices, and emerging technologies to continuously improve call centre operations.
- Prepare and present regular reports on call centre performance to senior management.

**Behavioral Competencies**:

- Leadership: Demonstrates strong leadership qualities, inspires, and motivates team members, and leads by example.
- Communication: Possesses excellent verbal and written communication skills, actively listens, and effectively conveys information.
- Emotional Intelligence: Displays self-awareness, empathy, and the ability to manage emotions in high-stress situations.
- Adaptability: Demonstrates flexibility and adaptability in a fast-paced, ever-changing environment.
- Problem-Solving: Exhibits strong analytical and problem-solving skills, able to think critically and make sound decisions.
- Collaboration: Works effectively with cross-functional teams, fosters positive relationships, and promotes a collaborative work environment.
- Customer Focus: Demonstrates a deep commitment to customer satisfaction, going above and beyond to meet customer needs.
- Coaching and Development: Provides ongoing coaching, feedback, and development opportunities to help team members grow and succeed.

**Experience**:

- Minimum 2 year in Team management

**Required**:

- Right To Work in the UK
- Complete and clear our Backgrounding checks (Financial & Criminal) due to nature of the job.

Pay: £28,080.00 per year

**Benefits**:

- Canteen
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Health & wellbeing programme
- Life insurance
- Private dental insurance
- Private medical insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- Team management: 2 years (required)

Licence/Certification:

- Right to work (required)

Work Location: In person

Reference ID: SNRTLROI

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