Contact Center Team Lead

3 weeks ago


Belfast, United Kingdom HCLTech Full time

Job Description:

HCL are currently recruiting for a Team Leader to support contact center based in Belfast City Centre.

The Customer Care Centre provides Inbound and Outbound support for banking operations. This includes contact from both Fixed and Mobile consumer base through both Telephony and Web based contact centre methods Ensure good integration with back office operations for proper execution of end-to-end processes.

  • Meet Client and Organization objectives at a center and team level
  • Observe individual transactions and monitor to find best practices and improvement opportunities
  • Managing the floor ensuring consistency, adherence and discipline
  • Participate in planning and execution of work for self and team
  • Report performance and escalate problems
  • Establish and maintain effective work procedures
  • Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge
  • Understand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both a regulated and a competitive market.
  • Plan and monitor operations initiatives to improve the efficiency and effectiveness of the voice process
  • Review and ensure processes are in compliance with internal policies and external regulations.
  • Respond to escalated issues regarding performance and quality.
  • Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters.
  • Interface and coordinate with various stakeholders

Functional Competencies:

  • Strong computer literary including MS Office
  • High level of written English
  • Applicants need to be proficient at typing, with an above average words per minute typing speed

Behavioral Competencies:

  • Excellent leadership and motivational qualities
  • Excellent presentation, design and writing skills
  • Strong leadership skills and ability to demonstrate same. Strong negotiation skills gained in a changing environment.
  • Proven track record of meeting and exceeding expectations.
  • Ability to inspire and support team, customers and colleagues. Able to work on own initiative and manage own time and workload effectively. Confident decision maker, able to work on own initiative.
  • Commercially aware, customer centric individual. Quick learner
  • Develop a good working internal relationship with stake holders. Creative problem solving skills
  • Strong attention to detail and quality.
  • Self-motivation with positive approach to targets
  • Flexible with Shifts

Experience:

  • Minimum 1 year in Team management
  • GCSE or above qualification


  • Belfast, United Kingdom HCLTech Full time

    Job Description: HCL are currently recruiting for a Team Leader to support contact center based in Belfast City Centre. The Customer Care Centre provides Inbound and Outbound support for banking operations. This includes contact from both Fixed and Mobile consumer base through both Telephony and Web based contact centre methods Ensure good integration with...


  • Belfast, United Kingdom HCLTech Full time

    Job Description: HCL are currently recruiting for a Team Leader to support contact center based in Belfast City Centre. The Customer Care Centre provides Inbound and Outbound support for banking operations. This includes contact from both Fixed and Mobile consumer base through both Telephony and Web based contact centre methods Ensure good integration with...


  • Belfast, United Kingdom HCLTech Full time

    Job Description Job Description: HCL are currently recruiting for a Team Leader to support contact center based in Belfast City Centre. The Customer Care Centre provides Inbound and Outbound support for banking operations. This includes contact from both Fixed and Mobile consumer base through both Telephony and Web based contact centre methods Ensure good...


  • Belfast, United Kingdom beBee Professionals Full time £22,000 - £28,000

    beBee Professionals is seeking a Person-Centered Support Worker to provide support and care to individuals with disabilities in Belfast.Key Responsibilities:Provide person-centered support to promote independence and well-being.Implement care plans and monitor progress.Facilitate community and social outings to enhance service users' quality of...


  • Belfast, United Kingdom Hayward Hawk Full time

    Job Summary:We are seeking a highly motivated and detail-oriented Cybersecurity Operations Center Analyst to join our team at Hayward Hawk. As a key member of our Security Operations Center, you will be responsible for monitoring and responding to security alerts, assessing the severity of potential security incidents, and escalating issues when...


  • Belfast, United Kingdom Hayward Hawk Full time

    Job Summary:We are seeking a motivated and detail-oriented SOC Analyst to join our Security Operations Center. As a SOC Analyst, you will be responsible for monitoring and responding to security alerts, assessing the severity of potential security incidents, and escalating issues when necessary. This role is ideal for someone with foundational knowledge of...


  • Belfast, United Kingdom Hayward Hawk Full time

    Job Summary: We are seeking a motivated and detail-oriented SOC Analyst to join our Security Operations Center. As a SOC Analyst, you will be responsible for monitoring and responding to security alerts, assessing the severity of potential security incidents, and escalating issues when necessary. This role is ideal for someone with foundational knowledge of...


  • Belfast, United Kingdom Hayward Hawk Full time

    Job Summary: We are seeking a motivated and detail-oriented SOC Analyst to join our Security Operations Center. As a SOC Analyst, you will be responsible for monitoring and responding to security alerts, assessing the severity of potential security incidents, and escalating issues when necessary. This role is ideal for someone with foundational knowledge...


  • Belfast, United Kingdom Hayward Hawk Full time

    Job Summary:We are seeking a motivated and detail-oriented SOC Analyst to join our Security Operations Center. As a SOC Analyst, you will be responsible for monitoring and responding to security alerts, assessing the severity of potential security incidents, and escalating issues when necessary. This role is ideal for someone with foundational knowledge of...


  • Belfast, United Kingdom Hayward Hawk Full time

    Job Summary:We are seeking a motivated and detail-oriented SOC Analyst to join our Security Operations Center. As a SOC Analyst, you will be responsible for monitoring and responding to security alerts, assessing the severity of potential security incidents, and escalating issues when necessary. This role is ideal for someone with foundational knowledge of...


  • Belfast, United Kingdom Hayward Hawk Full time

    Job Summary: We are seeking a motivated and detail-oriented SOC Analyst to join our Security Operations Center. As a SOC Analyst, you will be responsible for monitoring and responding to security alerts, assessing the severity of potential security incidents, and escalating issues when necessary. This role is ideal for someone with foundational knowledge...


  • Belfast, United Kingdom Hayward Hawk Full time

    Job Summary: We are seeking a motivated and detail-oriented SOC Analyst to join our Security Operations Center. As a SOC Analyst, you will be responsible for monitoring and responding to security alerts, assessing the severity of potential security incidents, and escalating issues when necessary. This role is ideal for someone with foundational knowledge...


  • Belfast, United Kingdom Citi Full time

    Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills to Citi’s HR Partnership & Delivery team. By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and...

  • Team Leader

    6 months ago


    Belfast, United Kingdom HCL Technologies Full time

    HCL are currently recruiting for a Team Leader to support contact center based in Belfast City Centre. The Customer Care Centre provides Inbound and Outbound support for banking operations. This includes contact from both Fixed and Mobile consumer base through both Telephony and Web based contact centre methods Ensure good integration with back office...

  • Team Lead

    6 months ago


    Belfast, United Kingdom DSV Full time

    If you are a current DSV employee and interested in a position in another country, please contact your Human Resource representative to discuss the process and requirements of applying. Job Req Number: 77491 Time Type: Full Time **Team Leader Customer Service** **It takes a special kind of drive to keep the world moving; and due to growth, DSV is looking...

  • Telesales Team Lead

    6 months ago


    Belfast, United Kingdom Musgrave Full time

    Musgrave is one of Europe’s most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain. Every day we feed one in three people in Ireland through 11 market leading food and beverage brands that include SuperValu, Centra, Frank and Honest and Musgrave...

  • Recruitment Team Lead

    6 months ago


    Belfast, United Kingdom Hunter Savage Full time

    Stephanie Mulholland +07808519861 Job type - PermanentLocation - BelfastEmp. type - Full-timeHunter Savage are delighted to be supporting a large, well established NI employer, headquartered in Belfast City centre, to recruit a Recruitment Team Lead. This is a newly created, permanent Recruitment Team Lead job, full time hours and offering a very...

  • Team Leader

    1 month ago


    Belfast, United Kingdom G4S Full time

    G4S has an exciting opportunity for a Team Leader to join our Belfast Monitoring Services team. Salary equivilant to £30,603.30 inclusive of night shift allowance  Belfast, office based  The role does require candidates to have the flexibility to work a four week rotating shift pattern, including days and nights, weekends and Bank Holidays,...


  • Belfast, United Kingdom Thales Full time

    Location: Belfast, United KingdomThales people architect solutions that are relied upon to deliver operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defensive systems for land, sea, and air. From early warning, to threat neutralisation, our platforms cover all...


  • Belfast, United Kingdom HAYS Specialist Recruitment Full time

    About the Job:We are seeking an experienced ICT Unified Communications Specialist to join our team as a Lead ICT Telephony Unified Comms Analyst. This role involves leading telephony and unified communication projects, upgrades, and migrations, while establishing and maintaining strong working relationships with internal and external...