Digital Intelligence Hub Team Leader

3 weeks ago

Salford, Salford, United Kingdom Sodexo Full time
Job Overview

We are seeking a highly skilled Digital Intelligence Hub Team Leader to join our team in the Salford area. As a key figure in our operations, you will lead a team of 8 highly skilled administrators and schedulers, ensuring seamless workflows and exceptional service delivery.

You will be responsible for maintaining high performance, coaching your team, and promoting process improvements, all while handling escalations and deputizing for the Operations Manager when needed.

Flexibility is essential in this role, as you will work an 8-hour shift between the hours of 6am and 7pm.

This role comes with a 5% performance bonus.

Key Responsibilities
  • Oversee daily functional management of the Command Centre, ensuring adherence to policies and procedures.
  • Act as the first point of escalation for queries and support operators/schedulers with their workload as needed.
  • Develop and assist in the delivery of regular and essential training and coaching for your team.
  • Conduct monthly 1-1s and quarterly PDRs, documenting actions, development, and training needs.
  • Assist in the recruitment process within the Command Centre and deputise for other Team Leaders as required.
  • Establish and maintain excellent customer relationships, developing confidence in our systems and processes.
  • Continuously evaluate processes and procedures, suggesting improvements to enhance efficiency and customer service.
Requirements
  • Minimum of 3 years' experience in a Contact Centre/Service Centre environment.
  • Proven experience in people leadership and effective management of teams.
  • Ability to handle multiple priorities and adapt to a rapidly changing environment.
  • Advanced computer skills in Microsoft Excel and Word, with strong analytical and decision-making abilities.
  • Excellent communication (verbal & written) skills at all levels, with a customer-focused and responsive approach.
  • Demonstrated experience in implementing, evaluating, and improving business processes.
  • A strong commitment to safety and a Zero Harm culture, with exceptional attention to detail.
What We Offer
  • Mental Health Support: Unlimited access to an online platform for mental health and wellbeing.
  • Employee Assistance: Access to support for everyday challenges, including legal and financial advice.
  • Health & Wellbeing App: Enjoy a free app with rewards for healthy living, plus 24/7 virtual GP access.
  • Discounts & Financial Benefits: Exclusive deals through the Sodexo Discounts Scheme, alongside insights and savings via the Salary Finance Platform.
  • Retirement Planning: Join the Sodexo Retirement Plan to secure your future.
  • Death in Service Benefit: Protection for your loved ones in the event of your passing while employed.
  • Career Development: Opportunities for growth through a variety of learning and development tools.
  • Cycle to Work Scheme: Promote a healthier lifestyle while helping the environment.
  • Volunteering Opportunities: Engage in meaningful community support initiatives.
  • Flexible Work Environment: Enjoy a dynamic workplace with competitive compensation.

We are a Disability Confident Leader employer, committed to changing attitudes towards disability and making sure disabled people have the chance to fulfil their aspirations.

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