Job Description: Meet Client and Organization objectives at a center and team level Observe individual transactions and monitor to find best practices and improvement opportunities Managing the floor ensuring consistency, adherence and discipline Participate in planning and execution of work for self and team Report performance and escalate problems Establish and maintain effective work procedures Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge Understand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both a regulated and a competitive market. Plan and monitor operations initiatives to improve the efficiency and effectiveness of the voice process Review and ensure processes are in compliance with internal policies and external regulations. Respond to escalated issues regarding performance and quality. Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters. Interface and coordinate with various stakeholders Behavioural Competencies: Excellent leadership and motivational qualities Excellent presentation, design and writing skills Strong leadership skills and ability to demonstrate same. Strong negotiation skills gained in a changing environment. Proven track record of meeting and exceeding expectations. Ability to inspire and support team, customers and colleagues. Able to work on own initiative and manage own time and workload effectively. Confident decision maker, able to work on own initiative. Commercially aware, customer centric individual. Quick learner Develop a good working internal relationship with stake holders. Creative problem solving skills Strong attention to detail and quality. Self-motivation with positive approach to targets Flexible with Shifts Experience: Minimum 1 year in Team management Required: Right To Work in the UK Complete and clear our Backgrounding checks (Financial & Criminal) due to nature of the job. Working Hours: 08:00-19:00 Monday - Friday & 1 Saturday in 3 08:00-14:00 Pay: Up to £29,640.00 per year