Operations - Contact Centre - Team Leader

The role???
The Team Leaders are right at the centre of our Contact Centre operation and play a key role in delivering projects, nurturing and upskilling our workforce, spotting talent and promoting a welcoming, healthy and productive environment where people want to perform their best.

The Team Leaders strive to make every project a success, working efficiently and to high standards. They make sound decisions and are excellent role models for agents and supervisors.

Team Leaders have different work patterns of 40 or 30 hours per week across weekdays, evenings or a mixture of weekends and evenings.

What will I be doing?
The Team Leaders work in partnership with Project Managers in Contact Centre Operations, "The Flexible Fulfilment Hub", to effectively execute and deliver projects on time and in full. The projects are varied and involves speaking to the general public or businesses on behalf of different clients on a broad range of topics

The Team Leaders are experts in CATI data collection and they have excellent interviewing, supervisory and technical skills. Team Leaders follow processes, manage people and distribute information. They have the knowledge and expertise to pre-empt issues and take a proactive approach to avoid problems.

They need to develop a strong collaborative relationship with the wider team and will be required to become an active member of the whole Edinburgh Operations Hub, from the pool of casual workers up to the management team.
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Responsibility for:

• The day to day running of the shifts and the delivery of projects and tasks undertaken in Edinburgh Contact Centre Operations.
• Briefing the team of supervisors and explain the rationale and motivation behind their decisions.
• Assigning clear responsibilities to supervisors and are accountable for the team performance and progress on projects.
• Adherence to company policy, industry guidelines and regulations.
• Maintain and improve efficiency of sample and quota management.
• Help identify opportunities for further improvements in work processes and structure
• Work with the team to systemically improve productivity and quality.
• Team Leaders own their mistakes and take corrective action as required

What do I need to bring with me?
To be successful in this role you will need the following skills and experience:

• Strong background in the contact centre environment
• The ability to manage and coach teams and individuals
• An open mind to learning and self-improvement and critique
• The ability to flex your style to cope with the many different personalities in the wider team
• Analytical and problem-solving skills
• Attention to detail in all areas of work
• Ability to work under pressure and remain positive through adversity
• Ability to create an inspiring team environment with an open communication culture
• Excellent Computer Software skills

A positive mindset towards change and new challenges