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
Junior Team Lead Supervisor in Romford employer: HCL Technologies Limited
HCL Technologies Limited is an exceptional employer located in the vibrant City of London, offering a dynamic work culture that prioritises employee growth and development. With a strong focus on customer service excellence and operational efficiency, employees benefit from comprehensive training programs and opportunities to enhance their skills while contributing to meaningful projects. The collaborative environment fosters innovation and teamwork, making it an ideal place for those seeking a rewarding career in program and project management.
