Contact Centre Team Lead
3 weeks ago
Join our team as a Contact Centre Team Lead and take on a challenging role that requires strong leadership and management skills. As a key member of our team, you will be responsible for overseeing a team of collectors, managing their performance, and resolving issues efficiently.
Key Responsibilities:- Team Management: Oversee a team of collectors, managing their performance and resolving issues efficiently.
- Leadership: Motivate and guide the team to meet daily, weekly, and monthly revenue targets through structured 1:1s, coaching, and feedback.
- Performance Monitoring: Manage underperforming collectors using performance management processes, ensuring consistent achievement of KPIs and SLAs.
- Call Monitoring: Oversee contact centre operations to ensure calls are handled professionally, in line with company procedures, and to exceed customer expectations.
- Collaboration: Work closely with dialler/campaign managers to meet call demand and performance targets.
- Data Analysis: Use performance data to identify trends and address issues, ensuring optimal call centre operations.
- Attendance Management: Ensure team attendance is in line with business needs and address any issues with HR when required.
- Welfare Support: Support the Social Responsibility and Customer Welfare Manager in meeting business requirements.
- Recruitment Planning: Assist in workforce planning for the department's long-term recruitment needs.
- System Support: Liaise with IT and other departments to resolve technical and operational issues.
- Policy Compliance: Ensure team adherence to company policies, client guidelines, and relevant regulations.
- Collaborative Leadership: Assist other managers in ensuring the smooth operation of the contact centre, especially in the absence of the contact centre manager.
- Project Support: Contribute to departmental change projects and provide support with additional duties as required.
- Pension Scheme
- Life Assurance Plan
- Daily Refreshments
- Modern Office Environment
- On-site Car Parking
- 28 Days Annual Leave (including Bank Holidays)
Successful applicants must undergo a DBS and CCJ check prior to an offer of employment.
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