Team Leader
- Recruiter
- Anonymous
- Location
- Thame
- Salary
- Competitive
- Posted
- 16 Nov 2018
- Closes
- 14 Dec 2018
- Sectors
- Catering & Hospitality
- Contract Type
- Permanent
- Hours
- Full Time
Do you want to work in a brand new role and make the role your own in an exciting organisation where no two days are the same?
Do you have proven Team Leader experience and are you now looking for a new challenge?
If so....this may suit you perfectly!
In this newly created role you will be responsible for motivation, coaching, mentoring and development of a team of customer service professionals to deliver an exceptional customer experience through telephone contacts, email, social media and web chat. By identifying skills gaps for individuals and the team, you will take the required action to ensure the team deliver and exceed against target. You must be extremely focused with the ability to keep the bigger picture in sight whilst still dealing with the day to day detail...so a multi-tasker is a MUST!!
You will have the full responsibility for ensuring achievement of all service levels through the performance of the team and ensuring the team is always highly motivated. Development, nurturing and coaching talent to support your team to be at their best is a pivotal part of this role and maintain the appropriate environment to meet client and business objectives.
Key Responsibilities and Accountabilities
PERFORMANCE MANAGEMENT
* To drive a culture of performance into the team and ensure that team members are fully accountable and held responsible in order to meet client and business expectations.
* To have excellent organisational skills with the ability to prioritise and monitor workloads effectively, flexing resource to optimise results as the needs demand.
* To clearly define monthly, weekly and daily qualitative and quantitative targets for individuals and the team and ensure team understanding of these targets.
* To evaluate and proactively manage the performance of individuals and the team against all Campaign and Contact Centre standards
* To implement timely performance management programmes where staff fall below required levels in any job-related areas to ensure optimum individual and team performance.
COACHING AND DEVELOPMENT OF TEAM
* To support initial training programmes for new staff
* To implement and manage an on-going coaching culture within the team
* To ensure that the team is fully briefed on all Campaign objectives
* To identify on-going training and development requirements for all team members and liaise with the Training Team as required.
* To proactively overcome quality issues identified through on-going coaching and mentoring activities
* To utilise call recording systems and agreed templates to monitor and evaluate calls and to identify key development areas
* To conduct regular team and individual meetings with all direct reports
* To conduct minimum agreed levels of quality checks for all agreed qualitative areas of measurement
* To be hands on and to deal with contacts daily and during exceptional circumstances - e.g. periods of sickness; promotional activity etc.
OTHER
* To manage absence inline with company policies and procedures
* To raise any relevant personnel issues with the HR team as required following consultation with their Line Manager.
* To ensure that relevant HR documentation is completed in a timely and accurate manner
* To undertake any other task that is deemed to be a reasonable business request by line manager
* As a matter of course to have good time keeping, always keep a smart business focused appearance and to act in a professional manner
Do you have proven Team Leader experience and are you now looking for a new challenge?
If so....this may suit you perfectly!
In this newly created role you will be responsible for motivation, coaching, mentoring and development of a team of customer service professionals to deliver an exceptional customer experience through telephone contacts, email, social media and web chat. By identifying skills gaps for individuals and the team, you will take the required action to ensure the team deliver and exceed against target. You must be extremely focused with the ability to keep the bigger picture in sight whilst still dealing with the day to day detail...so a multi-tasker is a MUST!!
You will have the full responsibility for ensuring achievement of all service levels through the performance of the team and ensuring the team is always highly motivated. Development, nurturing and coaching talent to support your team to be at their best is a pivotal part of this role and maintain the appropriate environment to meet client and business objectives.
Key Responsibilities and Accountabilities
PERFORMANCE MANAGEMENT
* To drive a culture of performance into the team and ensure that team members are fully accountable and held responsible in order to meet client and business expectations.
* To have excellent organisational skills with the ability to prioritise and monitor workloads effectively, flexing resource to optimise results as the needs demand.
* To clearly define monthly, weekly and daily qualitative and quantitative targets for individuals and the team and ensure team understanding of these targets.
* To evaluate and proactively manage the performance of individuals and the team against all Campaign and Contact Centre standards
* To implement timely performance management programmes where staff fall below required levels in any job-related areas to ensure optimum individual and team performance.
COACHING AND DEVELOPMENT OF TEAM
* To support initial training programmes for new staff
* To implement and manage an on-going coaching culture within the team
* To ensure that the team is fully briefed on all Campaign objectives
* To identify on-going training and development requirements for all team members and liaise with the Training Team as required.
* To proactively overcome quality issues identified through on-going coaching and mentoring activities
* To utilise call recording systems and agreed templates to monitor and evaluate calls and to identify key development areas
* To conduct regular team and individual meetings with all direct reports
* To conduct minimum agreed levels of quality checks for all agreed qualitative areas of measurement
* To be hands on and to deal with contacts daily and during exceptional circumstances - e.g. periods of sickness; promotional activity etc.
OTHER
* To manage absence inline with company policies and procedures
* To raise any relevant personnel issues with the HR team as required following consultation with their Line Manager.
* To ensure that relevant HR documentation is completed in a timely and accurate manner
* To undertake any other task that is deemed to be a reasonable business request by line manager
* As a matter of course to have good time keeping, always keep a smart business focused appearance and to act in a professional manner