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Call Centre Team Leader

2 months ago

London, Greater London, United Kingdom EML Full time
{"title": "Call Centre Team Leader", "description": "About the Role

The Call Centre Team Leader is responsible for the day-to-day management of a team of agents, ensuring the successful running of the call centre. This role requires strong leadership and communication skills, as well as the ability to identify and address potential risks and issues that may affect business objectives.

Key Responsibilities
  • Manage and guide a team of agents to ensure the successful running of the call centre.
  • Represent the Call Centre team at contract review meetings for key contracts.
  • Maintain customer/client email inboxes, including those on MACP and 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.
  • 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 weekly team performance.
  • Collate statistical figures for End of Month Reports sent to clients including the Home Office and other key partners and suppliers.
What You'll Bring
  • Management experience is preferable but not necessary.
  • Ability to identify potential risks and issues that may affect business objectives.
What You'll Get
  • 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.
  • Company Health Scheme.
  • Long term illness cover.
  • Life Assurance (Death in Service) Cover.
  • EAP.
About EML

EML Payments is a global leader in the fintech space. Our Purpose is to inspire transformative digital change for our customers and communities.

Company Culture and Values

Our place is one of collaboration, teamwork & innovation. And rather than have you blend in, we want to help you unleash your full potential.

EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. 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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