Contact Center Team Lead

17 hours ago


Romford UK, Essex, United Kingdom HCLTech Full time

Job Title : Contact Center Operations - Team Leader

Location Romford


Core Competence


  • Good understanding of the Financial Services Industry and the products available – specifically a detailed knowledge of the products associated with protection policies, pensions and mortgages.
  • Have a minimum of 3 years experience in complaint handling
  • Qualified to FA1, CF1 and CF2 (or equivalent), or the desire to achieve this within 2 years of appointment to the role
  • Understands key business metrics and balances BAU appropriately
  • Use appropriate MI to aid decision making and resource planning
  • Predicts potential failings and develop contingencies
  • Build and maintain effective relationships with team members and management aiding constructive feedback and promoting the importance of route cause analysis
  • Performs consistently and monitors staff performance against company competencies, personal objectives and agreed team plans
  • Addresses individual and team performance issues
  • Motivate and inspire team performance to ensure achievement of SLAs and team goals
  • Share experience and knowledge by providing guidance to the wider operational teams
  • Relay communications in a timely and appropriate manner to colleagues, manager and other senior management
  • Ensure all communication, both written and spoken, is of a consistently high standard at all times
  • A professional, polite manner to be maintained without exception. Articulate speech and appropriate use of language
  • Speak with courtesy and confidence when dealing with operational team members, clients, third parties and associates. Be sensitive and considerate of other people’s time
  • Looks for ways of improving customer service and supports a team culture of treating customers fairly.
  • Takes personal responsibility for customer needs and takes ownership of complaint resolution
  • Shows resilience in dealing with setbacks

Person Specification

Job Title Operations Team Leader

Education/Qualifications/ Training

GCSE or equivalent in Maths & English

FA1, CF1 & CF2 (or to be completed within 2 years of appointment)

Understanding of HR policies and procedures and employment law

Experience in a BPO or Life and Pensions company


Experience

  • Ability to daily resource plan
  • Ability to interpret MI stats and take appropriate action
  • Ability to influence to achieve results
  • Excellent spoken and written communication skills
  • Comprehensive knowledge of the process/procedures/systems which support the role
  • Life & Pensions processing
  • Good knowledge of a Financial Services regulatory environment
  • Resource Management and capacity planning



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