Team Leader - call centre
Quality environment and culture
A well-established distribution company with an admirable reputation. This is a great career opportunity for ambitious candidates.
To effectively manage one of four Operational circuit teams to achieve agreed service level performance. To utilise resource capacity on the most cost effective basis possible. To ensure all operational facilities are effectively utilised and supported. To ensure the Operations team is utilised effectively. To evaluate existing practices and continually improve performance.
Ensure the regional team you are responsible for is appropriately resourced both internally/externally, structured and led to deliver service levels to the agreed levels.
Ensure all staff have clear objectives, guidance & support and are effectively performance managed which includes an annual performance review.
Monitor processes and policies in support of company goals. Implement departmental policies and procedures to maximize output. Work with Performance Management and Continuous Improvement. ISO 9001/2008/
Support Operational colleagues to ensure optimal planning of resources, particularly in the size and capability of the resource. Working with Compliance team on continual development.
Provide day to day leadership to the regional team to ensure maximum effectiveness, efficiency and co-ordination of all elements of service delivery.
Working with the Operational management to ensure that the Regional Teams meets their goals and that they are receiving the required number of assessments, to the agreed quality standards and deadlines and to a schedule that enables effective planning and delivery of the agreed KPI.
To ensure that the accuracy, quality of work and communication to customers both internal/external is of a consistently high standard.
You will have experience of managing and leading a team ideally in a distribution environment. A logical thinker with the drive and aptitude to deliver good results
Key Competencies and Experience
• Decisive decision-making
• Influencing and leading a team
• Experience of working in a call centre type environment
• Team work Performance Management
• Conflict management, Negotiation and arbitration
Personality traits we are looking for;
• A calm head in a dynamic environment
• A natural leader with a high attention to detail
• Experience of coaching and leading a team
• Excellent communication skills
• Self-motivated and driven to exceed client expectations