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Team Leader

2 months ago

Leicester, Leicester, United Kingdom Maximus Full time

About Maximus

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. We employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.

Our Mission

We do work that matters with people who care. Our services include assessments and health services, employability programmes, and specialist support.

Job Summary

We are seeking a Team Leader to join our team in a busy 24/7 contact centre environment. As a Team Leader, you will be responsible for the effective daily operations of your team, including recruitment, onboarding, training, and development activities.

Key Responsibilities

  • Provide a high level of customer service, assisting with customer enquiries and complaints, while overseeing a team of customer service advisors.
  • Coach, develop, and motivate the team, and monitor their performance on a daily, weekly, and monthly basis to ensure all personal targets are being achieved in accordance with QMS.
  • Ensure departmental KPIs are being achieved while adhering to SLAs.
  • Undertake 121s, meetings, appraisals, and comply with HR procedures in accordance with company policy.
  • Ensure adequate resources are available to meet customer and contract needs.
  • Set and meet performance targets for speed, efficiency, sales, and quality.
  • Manage the daily running of your team within a busy contact centre environment.
  • Deliver an inbound and outbound service as and when required, with a view to maintaining compliant service delivery.
  • Liaise with Supervisors, other Team Leaders, team members, Contract Managers, external customers, and other colleagues to gather information and resolve issues.
  • Follow the Quality Management System to improve quality and minimise errors.
  • Review the performance of staff, identify training needs, and plan training sessions.
  • Handle complex customer complaints or enquiries.
  • Organise staffing, including shift patterns, and plan the number of employees required to meet demand.
  • Improve performance by raising efficiency.
  • Manage compliance to HR policies for contact centre staff.
  • Ensure the office is adequately prepared and organised for the arrival of employees and any visitors.
  • Report findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies currently in place.
  • Lead by example with regards to behaviours, acting professionally at all times, and driving Connect Assist's culture.
  • Operate within and as a driver of a diverse, inclusive, and supportive working environment.
  • Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process.
  • Develop constructive and cooperative working relationships with colleagues.
  • Operate in compliance with all company policy and procedures, HR best practice, and relevant regulations.

Requirements

  • Good standard of education.
  • At least 2 years of experience in a similar role.
  • Delivering a telephone and/or online-based service.
  • Supervisory experience.
  • IT literate with full working knowledge of MS Office Suite planning and co-ordinating.
  • Coaching and developing staff.
  • Delivering customer-focused services.
  • Excellent communication and interpersonal skills.
  • Reflection and analytical skills.
  • Sound decision-making.