The Contact Centre provides Inbound and Outbound support for Banking / Finance clients, which includes UK and ROI based customers.
* Manage a headcount ratio of 1-15, working closely with the team to ensure individual performances are in line with client and company objectives.
* Deliver client and company objectives and KPIs in line with client contractual agreements.
* Call Monitoring and feedback in line with agreed quality framework, ensuring volume of calls scored and compliance / customer experience targets are both delivered monthly.
* Managing the floor ensuring consistency, adherence and discipline to company policies and procedures.
* Participate in planning and execution of work for self and team.
* Present team performance so senior stakeholders within the business, including formulating action plans for underperformance at individual and team level.
* 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.
* 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, including clients as and when required.
* Manage absence in line with company policies and procedures, ensuring all required documentation is maintained.
* 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.
* 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
* 2 Years Team Management Experience within a Contact Centre
* Full Time & Fully Flexible with Saturday Working Rotational
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