At a Glance
- Tasks: Lead a dynamic team in delivering exceptional customer service for banking clients.
- Company: Join a forward-thinking company that values teamwork and innovation.
- Benefits: Enjoy casual dress, pension plans, life insurance, and private medical cover.
- Other info: Flexible working hours with opportunities for personal and professional growth.
- Why this job: Make a real impact by inspiring your team and enhancing customer experiences.
- Qualifications: 2 years of team management experience in a contact centre is essential.
The predicted salary is between 30680 - 30680 £ per year.
The Contact Centre provides inbound and outbound support for banking and 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 to 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 and 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.
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
- Develop a good working internal relationship with stakeholders
- Creative problem solving skills
- Strong attention to detail and quality
- Self-motivation with positive approach to targets
Essential Criteria:
- 2 years team management experience within a contact centre
- Full time & fully flexible with Saturday working rotational 40 hours per week
Benefits:
- Casual dress
- Company pension
- Life insurance
- Private medical insurance
Work Location: In person
Contact Centre - Team Leader in Belfast employer: HCLTech
As a Contact Centre - Team Leader at our company, you will thrive in a dynamic and supportive environment that prioritises employee growth and development. We offer competitive pay, comprehensive benefits including private medical insurance and a company pension, and a vibrant work culture that encourages collaboration and innovation. Located in a bustling area, our team is dedicated to delivering exceptional service while fostering a positive atmosphere where your leadership skills can shine.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre - Team Leader in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HCLTech. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HCLTech before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre - Team Leader in Belfast
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HCLTech:Your cover letter is your chance to shine! Tell us why you want to work at HCLTech specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HCLTech!
How to prepare for a job interview at HCLTech
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
