Contact Center Team Lead
6 months ago
**Contact Centre Team Lead**
At HBSUK, we’ll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. You’ll have the opportunity to work on industry defining projects, finding solutions to real challenges that make a real difference to patient’s lives.
**About Us**
**About the Role**
As a Call Centre Team Leader here at HBSUK, you will be responsible for leading a high performing contact centre team delivering world class customer service. This will also include recruiting, training, and the day to day management of a team.
This is a dynamic position where you can really make a difference in contributing to the growth and development of our Centre of Excellence.
**Responsibilities**
- Deliver an excellent client experience, putting patients at the heart of everything we do,
- Lead by example to create a team dynamic that strives to be the best,
- Setting & managing KPI’s for your team in order to achieve the desired outcomes
- Assisting with the development of new processes to improve operational efficiency
- Facilitate regular coaching & feedback sessions with your team
- Manage agents 121 framework, setting clear and measurable goals
- Ownership of Teams overall goals & objectives ensuring that SLAs and KPIs are delivered
- Reviewing and interpreting management information to make the best decisions
- To be able to liaise with multiple teams within HBSUK, as well as external clients and suppliers appropriately when required
- Supporting Call Centre Manager and Operations Managers in highlighting operational risks & opportunities
- Working with management to identify and deliver positive change and business efficiencies
**Requirements**:
**Education**
- Educated to GCSE's or higher education.
**Experience**
- Relevant experience of managing a team in customer service
**Knowledge and Skills**
- Excellent written and verbal communication skills with a personable approach
- Ability to analyse, interpret and communicate complex problems in numeric data.
- Proficient within MS Office Inc. Excel, Word, and Power Point with some practical experience
- Energetic and Motivational
**Diserable**
**Experience**
- Hands on experience working within a Call Centre Team Leader role
**Knowlege and Skills**
- Ability to develop new processes and procedures to increase team operational efficiency
**Our Committment to you**
**If this opportunity is something which appeals to you, get in touch today, so we can ensure you have the best experience throughout your search.**
**Salary**: £26,000.00-£27,000.00 per year
**Benefits**:
- Company events
- Company pension
- Gym membership
- Work from home
Schedule:
- Day shift
- Monday to Friday
- Night shift
- Weekend availability
**Experience**:
- Customer Service: 3 years (preferred)
Work Location: Hybrid remote in Nottingham, NG15 0DT
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