Team Leader
New opportunity! We are looking for experienced Team Leaders to join a outsourcing contact company.
Job Summary:
To directly lead, manage and develop a team of Customer Service Agents to maximise their potential both individually and collectively in the delivery of campaign-specific KPI's and SLA's for the client and the Company.
Key Responsibilities
* To champion the companies values of Trust, Courtesy and Communication across all levels and contacts both internal and external.
* To be accountable for ensuring that all operational performance measures/ service levels are consistently achieved/exceeded within the campaign at individual level through motivation and direction of the team members.
* To manage the team member through appropriate use of the performance management system, e.g. using feedback and coaching skills, performance reviews, call monitoring
* To be accountable for controlling absence, attrition and adherence within the team in line with Company standards and identifying and acting upon, or recommending solutions for improvements where necessary, including first level disciplinary procedures, if appropriate.
* To ensure the application of the PDP process in setting and measuring performance of the Team Members against SMART objectives and behavioural competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans
* To ensuring that quality is a key team driver which underpins all operational performance.
* To be first point of call for resolving escalated issues to the satisfaction of the client in a timely manner to minimise risk to the Company and the client.
* To demonstrate a thorough understanding of each client's products and services.
* To be responsibility for ensuring that all individuals within the team consistently achieve/exceed all performance measures.
* To maintain the highest levels of client and customer satisfaction within the campaign
* To drive a culture of continuous improvement within the team - encouraging innovation and proactively making appropriate recommendations to the Operations Manager.
* To act as a role model in all activity and communication and drive employee engagement through a collaborative and empowering management approach, ensuring that the team understand the impact of their actions on the wider business.
* To develop excellent working relationships across all functions within the business and management of conflict situations.
* To ensure that effective and appropriate communication of all business or account specific information takes place on a daily/ shift basis informally, and formally on a pre-agreed schedule to Representatives and Contact Centre Team Manager/Contact Centre Senior Team Leader
* To participate in the training and development of Representatives
* To complete all management reporting accurately and within agreed timescales
* To conduct regular team briefings.
* To play a full and constructive role in taking responsibility for own self development
* To promote a positive and professional image of the Company to clients and others at all times by adhering to Company policy and procedures
This job description will be subject to review and may include any other duties or responsibilities as may be determined by the Head of Department and the business' needs.
Person Specification
* Previous experience within a similar contact centre management role (preferably within the outsourcing industry).
* A strong understanding of the drivers behind effective client delivery through individual and team performance within the outsourcing context.
* Highly self-motivated with the ability to lead and inspire others to maximise their potential.
* Previous experience of participating in the implementation of new business to very tight deadlines within an outsourcing contact centre operation.
* Previous experience of managing controllable costs.
* Proven track record of high personal achievement against demanding business objectives.
* Resilient and calm in high pressure situations.
* Projecting self confidence, personal credibility and a professional image.
* Very articulate with excellent written and verbal communication skills.
* Excellent commercial awareness/ Excellent interpersonal skills.
* Strong understanding of contact centre technology/ Promotes a positive attitude.
If this role is of intrest, please get in touch with Simran ASAP
Job Summary:
To directly lead, manage and develop a team of Customer Service Agents to maximise their potential both individually and collectively in the delivery of campaign-specific KPI's and SLA's for the client and the Company.
Key Responsibilities
* To champion the companies values of Trust, Courtesy and Communication across all levels and contacts both internal and external.
* To be accountable for ensuring that all operational performance measures/ service levels are consistently achieved/exceeded within the campaign at individual level through motivation and direction of the team members.
* To manage the team member through appropriate use of the performance management system, e.g. using feedback and coaching skills, performance reviews, call monitoring
* To be accountable for controlling absence, attrition and adherence within the team in line with Company standards and identifying and acting upon, or recommending solutions for improvements where necessary, including first level disciplinary procedures, if appropriate.
* To ensure the application of the PDP process in setting and measuring performance of the Team Members against SMART objectives and behavioural competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans
* To ensuring that quality is a key team driver which underpins all operational performance.
* To be first point of call for resolving escalated issues to the satisfaction of the client in a timely manner to minimise risk to the Company and the client.
* To demonstrate a thorough understanding of each client's products and services.
* To be responsibility for ensuring that all individuals within the team consistently achieve/exceed all performance measures.
* To maintain the highest levels of client and customer satisfaction within the campaign
* To drive a culture of continuous improvement within the team - encouraging innovation and proactively making appropriate recommendations to the Operations Manager.
* To act as a role model in all activity and communication and drive employee engagement through a collaborative and empowering management approach, ensuring that the team understand the impact of their actions on the wider business.
* To develop excellent working relationships across all functions within the business and management of conflict situations.
* To ensure that effective and appropriate communication of all business or account specific information takes place on a daily/ shift basis informally, and formally on a pre-agreed schedule to Representatives and Contact Centre Team Manager/Contact Centre Senior Team Leader
* To participate in the training and development of Representatives
* To complete all management reporting accurately and within agreed timescales
* To conduct regular team briefings.
* To play a full and constructive role in taking responsibility for own self development
* To promote a positive and professional image of the Company to clients and others at all times by adhering to Company policy and procedures
This job description will be subject to review and may include any other duties or responsibilities as may be determined by the Head of Department and the business' needs.
Person Specification
* Previous experience within a similar contact centre management role (preferably within the outsourcing industry).
* A strong understanding of the drivers behind effective client delivery through individual and team performance within the outsourcing context.
* Highly self-motivated with the ability to lead and inspire others to maximise their potential.
* Previous experience of participating in the implementation of new business to very tight deadlines within an outsourcing contact centre operation.
* Previous experience of managing controllable costs.
* Proven track record of high personal achievement against demanding business objectives.
* Resilient and calm in high pressure situations.
* Projecting self confidence, personal credibility and a professional image.
* Very articulate with excellent written and verbal communication skills.
* Excellent commercial awareness/ Excellent interpersonal skills.
* Strong understanding of contact centre technology/ Promotes a positive attitude.
If this role is of intrest, please get in touch with Simran ASAP