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Contact Centre Team Lead
2 months ago
About the Role
We are seeking a highly motivated and experienced Team Manager to lead our Customer Support team at Intrum. As a Team Manager, you will be responsible for inspiring, motivating, and developing your team to meet the department's objectives.
Key Responsibilities
- Lead a team of Customer Support Representatives to enhance performance and maintain quality standards.
- Monitor and coach team members to ensure compliance with regulatory and mandatory standards.
- Implement people policies to manage absence, conduct, and behavioural standards.
- Oversee adherence to company processes and procedures within agreed service levels. Analyze data and trend reporting.
- Be an SME on the customer journey and positively contribute to the team's customer outcomes via actions and remediation.
- Work with all areas of the business to support the needs of the team/department.
- Devoted to the FCA principle of Consumer Duty, by ensuring we are driving good customer outcomes across all aspects of services that have potential to impact our customers.
Requirements
- Demonstrable experience in Contact Centre leadership, with a talent for coaching, mentoring and inspiring staff.
- Proven success in building and leading high-performing teams.
- Strong communication and presentation skills, both written and verbal.
- Experience in managing key stakeholders, both internal and external, including attending client meetings to discuss performance.
- Time management/organisational skills – ability to manage and prioritise workloads.
- Excellent knowledge of Word and Excel.
- Be a role model within the organisation, taking accountability for agent performance, and fostering colleague engagement within the team and across the wider business.
About Intrum
Intrum is the industry-leading provider of credit management services across 20 markets in Europe. By helping companies to get paid and support people with their late payments, Intrum leads the way to a sound economy and plays a critical role in society at large. Intrum has circa 10,000 dedicated professionals who serve around 80,000 companies across Europe.
At Intrum we consider everybody to be a leader. We lead ourselves when collaborate to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our 3 leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.
