This role will suit someone who has Team Leader or Mentor experience in a busy Contact Center environment and who wants to build on their experience and career in Team Leading and Managing. At least 6 months to 1 year of experience of delegating tasks and overseeing the supervision of customer service agents and managing call queues while adhering to strict SLA’s.
Key tasks and responsibilities
* Oversee achievement of individual and team targets in line with agreed and regularly reviewed standards.
* In line with agreed standards, oversee achievement of individual and team quality targets
* Manage and resource plan to achieve SLAs and agreed team targets
* Motivate, encourage, inspire and lead from the front
* Provide constructive feedback to team members, identify training needs and oversee training and development plans
* Display excellent communication skills both verbal and written
* Facilitating team meetings, workshops and walkthroughs with colleagues and management
* Have proven analytical and investigative skills, together with a problem solving proactive approach to regulatory, process and procedural changes
* Support, manage and implement the delivery of change related to project, regulatory and client requirements in line with the required timelines.
* Demonstrate flexibility to adapt to changing practices and work priorities
* See the wider picture and continually maintain a holistic approach to complaint handling
* Ensure all policy fraud control points are adhered to prevent the fraudulent transactions against policies
* Ensure that data security precautions are maintained to prevent the possibility of Identity Theft by conducting regular sweeps of desks, locked cupboards, waste bins and locked PCs.
* Assist Contact Centre Manager to ensure audit activity is fully supported and actions completed within timescales
Reporting to:
Accountability:
* Daily oversight inbound call queue and outbound work queues
* Delivery and maintenance of robust capacity plans
* Performance management of team
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service and Finance
Industries
* Insurance and Financial Services
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