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Contact Centre Team Leader
2 months ago
Role Title: Call Centre Team Leader
Reports to: UK Call Centre Manager/Business Operations Manager
Location: Hybrid (UK based)
EML Payments is a global leader in the fintech space, inspiring transformative digital change for our customers and communities.
We are agile, innovative, and committed to unleashing our team members' full potential.
Job Summary:
The Team Leader role focuses on managing, guiding, and supporting a team of agents to ensure the day-to-day successful running of the call centre team.
Key Responsibilities:
- Ensure strict SLA time frames are followed, and areas of underperformance are recognised, remediated, and escalated to Management where appropriate
- Represent the Call Centre team at contract review meetings for key contracts
- Day-to-day management and co-ordination/prioritisation of staff and staff-related issues
- Maintain customer/client email inboxes, including those on MACP as well as the dedicated HO Complaint inbox
- Respond to daily customer queries that are more complex than those handled by customer support, as well as official complaints and escalations
- Ensure continual staff improvement in performance
- Conduct monthly performance reviews with staff members to provide feedback and points for continual improvement
- Effectively manage staff absence, lateness, and non-performance in a professional manner
- Responsible for rota upkeep and annual leave planning
- Ensure accurate weekly reports are delivered to Management, detailing on weekly team performance
- Collating statistical figures for End of Month Reports sent directly to the clients including the Home Office and other key partners and suppliers
Requirements:
- Management experience preferable but not a necessity
- Can identify potential risks and issues that may affect business objectives
What We Offer:
- 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days
- Hybrid working - Be empowered to work smarter, in a way that suits your lifestyle
- 12 weeks paid parental leave
- Pension scheme
- Short term bonus scheme
- Company Health Scheme
- Long term illness cover
- Life Assurance (Death in Service) Cover
- EAP
- Company Culture and Values
EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance, and encouraged to strive to reach their full potential.
