An urgent requirement has opened with a large delivery network with a great local and national reputation.
The Contact Centre Team Leader will manage a team in the provision of efficient service to our clients in one or more of the operations core business functions, delivering against a range of KPI’s and SLA’s.
You will ensure all work is cleared down daily and/or call centre customer queues managed to agree standards and service levels. Allocate and manage team members across required work/customer queues switching between queues, as necessary -
*Ensure effective and compliant daily management of work/customer queues and support queries to achieve collective work completion through resource sharing/load balancing so all teams achieve same day working continuously without overrun on overtime expectations.
*Interrogate Management Information on call centre systems and compliance to work control standards and take immediate and firm corrective action where issues have occurred.
*Inform Senior Management of all actual or emerging threats to production or prospect of clearing all work every day. Escalate issues that cannot be resolved within the same day and while failure is still avoidable.
*Plan team capacity so that ample and suitably trained team members are always in place, allocated to deal with anticipated volumes or released to support customer services collective work completion.
*Manage team availability and utilisation effectively and fairly, anticipating and preventing resource constraints and underutilisation, or by promptly escalating to Senior Management with recommended solutions.
*Plan training to ensure appropriate inter team collaboration.
*Continuously improve customer outcomes and satisfaction and improve quality and productivity.
*Demonstrate leadership imperatives and an awareness of commerciality, to help achieve company goals.
Person Specification -
*Strong interpersonal, motivational and communication skills.
*Strong organisational and planning skills.
*Ability to influence and persuade.
*Ability to represent a management perspective and to sell and own ideas.
*Ability to deliver individually and through teams.
*Proven ability to adapt to change and have a flexible attitude to work.
*A high level of computer literacy and a high level of numeracy.
*Ability to develop and deliver improving customer service skills.
*Team building ability, gain collaborative and cooperative work with other departmental teams.
*Strong verbal communication style to deliver messages to individuals and team.
*Working productively and making appropriate decisions in a busy environment.
*Ability to analyse issues, preparing problem statements, generating options, put forward solutions, backed by data.
Experience -
*Minimum 1-year experience of working in a supervisory role within a Call Centre.
*Ideally 3 years’ experience in customer facing or business support environment as a customer representative.
*Previous experience of leading a team to deliver results - ideally in a financial service situation.
*Previous industry experience would be desirable but is not essential.
Please proceed with your application as soon as possible.