Operations Team Leader

To ensure the effective and smooth running of the busy 24/7 365 contact centre, whilst ensuring the highest possible level of service is delivered to their customers and suppliers at all times. Operations team leaders work in a fast paced pressurised contact centre environment therefore its essential successful candidates can work well under pressure and dynamically adapt to new systems and processes.

Tasks and Responsibilities

- To regularly review the activities of the team in order to ensure the most effective approach is used to provide excellent customer service.
- To review working practices and processes and implement improvements in order to improve productivity, service levels, and customer satisfaction.
- Sharing best practice and lessons learnt.
- To implement changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements.
- To provide an efficient and flexible response to all operational issues, in order to maintain levels of service delivery, client and customer satisfaction.
- To handle calls to support SLA as required.
- To deliver comms and ensure they are read and taken on board by agents.
- Reporting on errors to agents and acting upon their prevention with coaching.
- To motivate and develop new starters, to prepare individuals for the live environment through feedback and effective management in order to enhance performance delivery, meet contractual obligations and maximize staff retention.
- To effectively manage shift changes to protect service levels.
- To ensure that all assigned 1-1's are conducted monthly, in a correct and timely manner.
- To effectively manage and support agents to improve and maintain their QA scores and reduce errors.
- To professionally handle escalated calls.
- To manage absence levels through HR policy
- To adhere to all Equal Opportunities policies.
- To work in accordance with the Data Protection Act.
- To undertake such other duties that may be reasonably expected.

Person Spec

- To be able to foster a professional environment throughout the department.
- To be focused on providing the best possible service when dealing with clients, passengers, and suppliers.
- To build a personal team whilst identifying with and working within a larger team.
- To develop agents' skills and effective customer service.
- To maintain a high level of performance both individually and as a team.
- To effectively lead a team, and department when required.
- Excellent Operations practical knowledge, confident telephone manner and excellent communication
- Lead by example and be an 'ambassador' for the Contact Centre
- Excellent coaching, motivational and mentoring skills essential.
- Accurate forecasting skills based on available data.
- Computer literate and Microsoft Excel skills preferable.
- 5 G's or equivalent (including Maths and English)
- Team Leader experience essential.