Contact Center Team Lead
17 hours ago
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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