Team Leader
2 days ago
Salary
replacing Jay Kennedy who was promoted to WFM Manager
Due to the recent promotion we now have a Vacancy for a Team Leader to join the Perth Service Centre in Perth
- The most important skill you will possess is a passion for creating a culture where your people put the customer at the heart of everything they do; the standard to aspire to is where every single customer is treated as well as you would expect one of your own family to be._
Job Purpose
This role provides people focused operational leadership to a team of around 14 Customer Service Advisors (CSAs) who are responsible for delivering exceptional service to Stagecoach customers who are able to contact us in a variety of ways across voice & digital platforms. You will motivate & inspire this team to be at the top of their game and deliver brilliant outcomes for both customer and business, by driving a culture where every customer feels listened to, understood and treated like an individual. Using our outstanding technology, your team will use their technical skills to strive for the most effective first time resolution.
Flexible, adaptable and proactive; the Team Leader ensures that their people are able to respond effectively to changing customer needs, and tailor outcomes based on individual requirements
- _and you will work closely on a daily basis with our regional operational centres in order to facilitate this._
You will help Stagecoach stay ahead of the game by encouraging your team to identify themes in their customer interactions, and you will cascade these to your Head of Service Operations (HOSO) in order to drive improvement activity at company level - helping us find creative ways to make life easier for future customers who may encounter the same challenges.
Principal accountabilities
Your key responsibilities will include:
- Role model and embed positive Stagecoach behaviours; ensuring that customers are at the heart of everything you do & making it easy for your team to understand the role they play.
- Inspire, empower, support and challenge your team in equal measures, and create a fun & engaging environment in which they can thrive and deliver brilliant customer experiences.
- Play a full and effective part in recruitment and L & D, so that we attract and retain the best talent.
- Formal (1:1s and objective setting, conduct & capability management) and informal performance management (coaching), driving a culture of self-growth and continuous improvement.
- Recognise high performance and positive behaviours, and face into low performance equally well.
- Deliver a strong balanced performance across all operational and customer metrics, with formal and informal call listening activity at the heart.
- Work closely with your peers at our regional operational centres to find effective customer resolutions and collate themes which you will cascade to the HOSO.
- Lead and contribute to site projects; specifically (but not exclusively) the site Engagement Plan.
- Deliver information in an engaging style; landing messages clearly & with context - educating your team so that they can adapt to change, and always understand both ‘the what’ and ‘the why’.
Person requirements - qualifications, experience & competencies
Additionally we would also expect the following:
- Knowledge and understanding of contact centre KPIs, with a proven track record of setting ambitious targets and delivering high performance across all operational, customer and people metrics; preferably within a multi-channel contact centre environment.
- Proven ability to motivate, empower, coach and develop people into ‘leaders of the future’.
- Understanding of how to raise capability within a team and build a sustainable platform for continued improvement, working closely with L & D partners to shape formal learning programmes.
- Great communication skills; able to land a variety of messages creatively whilst driving people engagement through high levels of integrity and a strong leadership presence.
- Understanding of what creates a high performing team, using individual and team strengths to create an environment in which people can grow.
- Passion for self-development and the development of others, using a wide range of creative solutions to deliver rounded performance and great team behaviours
- Understanding of their own leadership style and how to motivate others & achieve great results.
Above all else, you will help shape a culture where peers value & respect each other, their wider Stagecoach colleagues and their working space.
_We want this to be a brilliant place to work, and the Team Leader community plays a huge part in making that a reality._
**Location**:
Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW
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