Team Leader

3 days ago

Gloucester, United Kingdom PIB Group Full time

**Team Leader**
We are looking for a dedicated Team Leader for our Contact Centre team to lead, coach and develop the team. You will be responsible for creating a highly effective sales & service team, achieving all KPI’s, and delivering on all quality measures. As Team Leaderyou will set and communicates targets, implement processes, introduce telesales campaigns and analyse management information. You will be able to work accurately and efficiently whilst dealing with high volumes of work. Key to success will be the ability tounderstand performance metrics. To prepare reports and analyse contact centre data to improve processes, ensure resources are properly allocated, and maximize performance, efficiency and customer satisfaction. You need be skilled at delivering instructive,supportive, collaborative and motivational coaching sessions with the ability to develop effective action plans to address the root cause of any issues.
**The Role**:

- To lead, manage and motivate the team to deliver and exceed revenue, business individual performance to KPI targets and management of work flow.
- Responsible for daily management and direction of all aspects of operations, ensuring all complaints, breaches and E&O’s are reported and responded to in accordance with company policy.
- Provide solutions to improve efficiencies for issues identified within process or performance, continuously looking for improvements and ways to maximise sales and productivity.
- To ensure all team members have clear weekly and monthly targets and daily workload priorities are clear.
- To see the "big picture" and identify and communicate how individual roles are tied to corporate goals.
- To promote and demonstrate regulatory awareness and understanding in accordance with operating manuals FCA requirements in all distribution models.
- To ensure that quality standards are maintained in accordance with the Quality Framework and all compliance requirements are monitored and maintained at all times and recorded appropriately.
- To collaborate effectively across the team and other departments to achieve consistency and best practice with the best interest of the business in mind.
- Conduct and document regular 1:1s and appraisals with the team ensuring that the team have SMART objectives set aligned to the business strategy.
- To provide constructive feedback at all times to support the development and growth of the team’s capabilities and identify areas for new training or skill checks
- Ensures company brand materials and physical working spaces meet company policy.
- Review unresolved calls/cases and assign them to the appropriate department/person for resolution.
- Supports team manager and performs management duties when manager is absent or out of office.
- Conducts team meetings to update the team on key activities and business performance.
- Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaint.
- To take responsibility for the completion of new joiners induction and onboarding
- Management of Data in accordance with GDPR.
- Maintain confidentiality and address personnel issues sensitively, appropriately and in accordance with established HR procedures.
- Preferred Certification in CII or working towards Certification in CII
- Proven experience of managing and coaching people, preferably within an inbound/outbound sales environment.
- Experience of working within a Regulated FCA environment, in line with T&C requirements
- Proven sales experience including outbound telesales campaigns
- Understanding of the Principles of insurance
- Telephony systems and call centre management
- Resource & People Management experience
- Exceptional problem solving and reasoning skills alongside outstanding communication skills.
- Works well under pressure can adapt and remain flexible in approach.
- Develops and engages employees for succession and leadership roles and manages poor performance when required.
- Computer Literate and able to work on new systems to record and produce accurate MI

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.
Ref:136 431

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