Team Leader

7 days ago

Romford, Greater London, United Kingdom HCLTech Full time £25,000 - £28,000 per year

Junior Team Lead Operations

This role will suit someone who has Team Leader or Mentor experience in a busy Contact Center environment and who wants to build on their experience and career in Team Leading and Managing. At least 6 months to 1 year of experience of delegating tasks and overseeing the supervision of customer service agents and managing call queues while adhering to strict SLA's.

Key tasks and responsibilities

  • Oversee achievement of individual and team targets in line with agreed and regularly reviewed standards.
  • In line with agreed standards, oversee achievement of individual and team quality targets
  • Manage and resource plan to achieve SLAs and agreed team targets
  • Motivate, encourage, inspire and lead from the front
  • Provide constructive feedback to team members, identify training needs and oversee training and development plans
  • Display excellent communication skills both verbal and written
  • Facilitating team meetings, workshops and walkthroughs with colleagues and management
  • Have proven analytical and investigative skills, together with a problem solving proactive approach to regulatory, process and procedural changes
  • Support, manage and implement the delivery of change related to project, regulatory and client requirements in line with the required timelines.
  • Demonstrate flexibility to adapt to changing practices and work priorities
  • See the wider picture and continually maintain a holistic approach to complaint handling
  • Ensure all policy fraud control points are adhered to prevent the fraudulent transactions against policies
  • Ensure that data security precautions are maintained to prevent the possibility of Identity Theft by conducting regular sweeps of desks, locked cupboards, waste bins and locked PCs.
  • Assist Contact Centre Manager to ensure audit activity is fully supported and actions completed within timescales

Reporting to:

  • Contact Centre Manager

Accountability:

  • Daily oversight inbound call queue and outbound work queues
  • Delivery and maintenance of robust capacity plans
  • Performance management of team

Job Types: Full-time, Permanent, Fixed term contract

Contract length: 12 months

Pay: £25,000.00-£28,000.00 per year

Work Location: In person

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