Contact Centre Team Leader

1 day ago

London, Greater London, United Kingdom EML Full time
Job Description

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.

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