Performance Team Leader

1 week ago

Paisley, United Kingdom Resolvecall Full time

**Performance Team Leader**

**9 month fixed term**

**Hours** **Full Time 37.5 hours per week**

Resolvecall is an award-winning technology led customer resolution solution service provider. Our principal offering is an ability to connect with customers who others cannot contact, to engage with them in a professional and considered fashion and, most importantly, resolve their issues to the benefit of all concerned.

The Field Operations is a key business area made up of a number of teams who must work together to achieve the business goal. Resolvecall has the largest fully employed field force in the UK and Northern Ireland who are split into 4 teams. (North, East, South and West) They are supported by the Field Support Team and managed by Performance Team Leaders who make up the Business Improvement Team (BIT) who are supported by our field-based Audit and Training Officers.

The Business Improvement Team provide day to day management of the field, building strong relationships with all agents within their region and support other regions as and when required. They ensure that Field Agents and Warrant Officers meet and exceed their performance targets. Where an agent fails to meet performance targets BIT must look to identify why and work with the agent to ensure performance improves.

**Key responsibilities**:
Ensure the department meets and exceeds all business targets.

Ensure Field Agents and Warrant Officers in the region meet and exceed targets.

Point of contact for Field Agents and Warrant Officers who are looking for support.

Identify underperformers and take relevant action to ensure they improve.

Feedback of call quality monitoring completed by Audit, Risk and Compliance.

Work with Audit & Training Officers to ensure work meets the required quality.

Schedule Audits and arrange emergency blind audits with the ATO in their region.

Make recommendations to improve performance in the region.

Monitor field staff using Hawkeye and deal with any emergency alerts.

Update systems with all communication with Field Agents and Warrant Officers.

Assist with recruitment, conducting interviews for Agents and Warrant Officers.

Full responsibility for all aspects of line management of the Field Agent and Warrant Officers in their region, including but not limited to:

- Performance Managing,
- Absence Management,
- Capability and
- Disciplinary.

Regularly report department performance, productivity and revenue through weekly meetings and daily reports.

**Job Types**: Full-time, Fixed term contract
Contract length: 9 months

**Salary**: From £25,173.00 per year

**Benefits**:

- Company pension
- Employee discount
- Private dental insurance
- Private medical insurance
- Referral programme
- Wellness programmes

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Paisley, PA1 1EB: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Supervising: 1 year (required)

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