Junior Team Lead Supervisor

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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