Operations Team Leader

4 months ago

Preston, United Kingdom Swift Temps Full time

Swift Placements are currently recruiting on behalf of our client for an Operations Team Leader to join their AT&T department based in Preston.

**About the Role**:
Maximise productivity, improve and drive performance as well as customer resolution through the coaching, development, management, motivation and leadership of a team of Representatives working for the client ensuring maximum productivity and quality of action to deliver total customer experience, performance, and service requirements.

**Working hours**:
This role is fulltime (37.5 hours a week) Monday - Friday and can be any of the following shifts, depending on your preference:
12:00PM - 20:30PM **OR **14:00PM - 22:30PM

The option to condense hours into a 4 day work week is also available.

**Key Duties**:

- Monitor and coach performance of individuals and take appropriate action to ensure targets, productivity goals and client and company work standards are met according to applicable processes and contractual requirements
- Manage a team of Representatives through the effective implementation of agreed processes and performance management, lead and motivate the team to deliver customer focused results
- Motivate staff to ensure maximum commitment and output
- Maximise operational efficiencies ensuring actual meets planned resource (e.g., staffing levels).
- Carry out quality and performance reviews for all team executives in accordance with company guidelines and timeframes
- Primary day-to-day contact with clients on an operational level
- Responsible for all teams in absence of other Operations Team Managers
- Responsible for day-to-day disciplinary actions up to and including written warnings (i.e., stage 2).
- Daily resource allocation and team meetings
- Production of client reporting requirements in conjunction with Operations Manager
- Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives
- Responsible for following up on escalations as per appropriate processes and implementing remediation actions when required
- Knowledge, understanding, and compliance with company and Client policies and procedures
- Accountable for all decisions, actions, and directives with respect to job responsibilities
- Make recommendations to implement improved processes
- Perform other duties as assigned by management

**Skills and Experience**:

- 2 years experience required in team leader/junior management role
- Experience in personnel management coaching techniques
- Intermediate level computer skills including Microsoft Office products
- Excellent product knowledge
- Excellent interpersonal, written, and oral communication skills
- Ability to maintain the highest level of confidentiality
- Consistently demonstrates and performs to role

**Salary**:
The starting salary for the role is £22,500, rising to £24,000 once MDP is passed and further rising to £26,000 12 months after passing MDP.

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

**Salary**: £22,500.00 per year

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- Preston, PR1 1AF: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Team Leader: 2 years (preferred)

Work Location: In person

Reference ID: INDP

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