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Call Centre Team Leader

2 months ago

London, Greater London, United Kingdom EML Full time
Job Title: Call Centre Team Leader

Job Summary:

The Call Centre Team Leader is responsible for the day-to-day management and guidance of a team of agents to ensure the successful running of the call centre team. This role requires strong leadership and communication skills to motivate and support team members in achieving their goals.

Key Responsibilities:

  • Manage and coordinate the team's workload, prioritizing tasks and ensuring deadlines are met.
  • Represent the Call Centre team at contract review meetings and provide input on key contracts.
  • Oversee the maintenance of customer/client email inboxes, including those on MACP and the dedicated HO Complaint inbox.
  • Respond to complex customer queries and official complaints, escalating issues to management as necessary.
  • Conduct monthly performance reviews with team members, providing feedback and suggestions for 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 team performance.
  • Collate statistical figures for End of Month Reports sent to clients, including the Home Office and other key partners and suppliers.

Requirements:

  • Management experience is preferred but not necessary.
  • Ability to effectively people-manage difficult situations and provide constructive feedback.
  • Excellent problem-solving skills and ability to operate in a fast-paced call centre environment.
  • Strong communication and conflict resolution skills.
  • High level of organisation and ability to deal with multiple complex issues simultaneously.
  • Ability to identify potential risks and issues affecting business objectives.
  • Understanding of when to escalate issues appropriately.

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.
  • Global business landscape connecting you with colleagues worldwide.
  • Hybrid working - Empowered to work smarter, in a way that suits your lifestyle.
  • 12 weeks paid parental leave.
  • Paid professional memberships.
  • Pension scheme.
  • Short term bonus scheme.
  • Company Health Scheme.
  • Long term illness cover.
  • Life Assurance (Death in Service) Cover.
  • EAP.
  • BenefitsHub.

About EML:

EML Payments is a global leader in the fintech space, inspiring transformative digital change for our customers and communities.

Our Culture and Values:

We value collaboration, teamwork, and innovation, empowering you to unleash your full potential.

EEO Statement:

EML is committed to diversity and inclusion, promoting a globally inclusive company where all people are treated fairly, recognised for their individuality, and encouraged to strive to reach their full potential.