Operational Team Lead

2 days ago


Leeds, Leeds, United Kingdom CV-Library Full time
Job Overview

This role is ideal for experienced professionals in Dispatch Planning, seeking to lead a team in maintaining a seamless workflow and prioritising tasks effectively.

Liaising with clients and ensuring timely arrivals at designated destinations are crucial aspects of this position.

Purpose:

The Callout Supervisor oversees the contact centre's weekend operations, driving the team towards implementing quality standards and KONE dispatch strategy effectively.

This individual must promote customer-centricity within their team, develop team members, and maintain operational excellence while handling call and email workloads.

Main Responsibilities:
  1. Coordinate and direct the weekend operations of the team.
  2. Support and enforce call centre expectations, departmental, and corporate policies and procedures.
  3. Manage operations and tasks for a work group while performing key operational tasks when necessary to meet deadlines.
  4. People management: setting targets, conducting PDPs and IDPs for team members.
  5. Foster an environment of information sharing and collaborative working.
  6. Demonstrate competence and process adherence.
  7. Inspire behaviour that represents KONE as one team towards customers.
  8. Monitor and lead team performance and KPI/SLA adherence.
  9. Maintain focus on short- and long-term development.
  10. Resolve daily work issues and escalate complex issues to the Manager.
  11. Show role model behaviour.
  12. Remain part of the operational team, working 60% supervisory and 40% operation split during daily operations.
Analyse, Organize and Optimize Team Operations:
  1. Evaluate teams' compliance with company policies.
  2. Evaluate if processes follow defined global processes.
  3. Implement and ensure proper functioning of new tools/processes/system.
  4. Achieve KPI targets for call handling, email response, safety alerts, and entrapments.
Manage Customer Service Admins and Agents:
  1. Ensure continuous skill level upgrade.
  2. Create a friendly and desirable working environment to minimise turnover rate.
Customer Management:
  1. Respond promptly to and follow up on customers' complaints about the call centre.
Requirements:

The ideal candidate should have experience in managing teams, particularly in a busy contact centre environment.

Experience in Dispatch Planning is beneficial, and the ability to manage day-to-day operations specific to a functional team is essential.

Excellent communication and listening skills are required, along with effective complaint handling and resolving queries.

Good organisation and attention to detail are also necessary, as well as proficiency in English (written and spoken) and Microsoft Office skills (Word, Excel, Outlook).

Experience in SAP, CRM, and Salesforce is desirable.

This position offers a salary range of £35,000 - £45,000 per annum, depending on experience.


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