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- Tasks: Lead a dynamic call centre team to achieve top-notch service levels and improve performance.
- Company: Join a forward-thinking company focused on operational excellence and team collaboration.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Why this job: Make a real impact by optimising operations and leading a passionate team.
- Qualifications: Strong leadership skills and experience in performance management.
- Other info: Be part of a critical role that drives efficiency and service delivery.
The predicted salary is between 36000 - 60000 £ per year.
To effectively manage one of four Operational circuit teams to achieve agreed service level performance. To utilise Driver 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.
Main Responsibilities
The Regional Team Leader is a member of the Operations Management Team reporting into the Operations Manager.
Core Duties
- 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 operational goals.
- Implement departmental policies and procedures to maximize output.
- Work with Performance Management and Continuous Improvement.
- Support operational colleagues to ensure optimal planning of resources, particularly in the size and capability of Driver resources.
- Work with Compliance team on continual driver development.
- Provide day to day leadership to the regional team to ensure maximum effectiveness, efficiency and co-ordination of all elements of service delivery.
- Work with the Operational management to ensure that the Regional Teams meet their goals and that they are receiving the required number of assessments, to the agreed quality standards and deadlines.
- Ensure that the accuracy, quality of work and communication to customers both internal/external is of a consistently high standard.
Initiatives
- Implementation & Focus on system accuracy and internal process adherence.
Significance of Role
A critical role in the successful delivery of service as this role provides the oversight to management and coordination of all service delivery. Each circuit managed by this role has a significant contribution to overall efficiency, effectiveness, profitability and overall delivery of service.
Key Competencies and Experience
- Planning and organising
- Influencing and leading
- Delegation
- Team work
- Performance Management
- Conflict management, Negotiation and arbitration
Key Focus areas
Overall Collection and Delivery Performance
Regional Team Leader - Call Centre in Birmingham employer: Immediate Response Recruitment LTD
Contact Detail:
Immediate Response Recruitment LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Team Leader - Call Centre in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Regional Team Leader role. You never know who might have the inside scoop on an opportunity that’s not even advertised yet.
✨Tip Number 2
Prepare for those interviews by researching the company and its operations. Understand their service levels and how you can contribute to improving performance. Show them you’re not just another candidate, but someone who’s ready to lead and make a difference.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've effectively managed teams, improved processes, or handled conflicts. This will help you demonstrate your skills in planning, organising, and performance management during interviews.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you a leg up. Plus, it shows you’re serious about joining our team!
We think you need these skills to ace Regional Team Leader - Call Centre in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Regional Team Leader role. Highlight your experience in managing teams, improving performance, and achieving service levels. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've led teams and improved processes in the past. We love a good story!
Showcase Your Leadership Skills: In both your CV and cover letter, make sure to showcase your leadership skills. Talk about how you've effectively managed teams, set clear objectives, and supported staff in their development. We’re all about strong leaders here!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Immediate Response Recruitment LTD
✨Know Your Team Dynamics
Before the interview, research how to effectively manage a team in a call centre environment. Be ready to discuss your experience in leading teams, setting clear objectives, and providing support. Highlight any specific examples where you improved team performance or resolved conflicts.
✨Understand Service Level Agreements
Familiarise yourself with service level performance metrics relevant to the role. Be prepared to explain how you would ensure your team meets these targets. Discuss any past experiences where you successfully managed resources to achieve agreed service levels.
✨Showcase Continuous Improvement Mindset
Demonstrate your commitment to continuous improvement by sharing examples of how you've evaluated and enhanced existing practices. Talk about any initiatives you've implemented that led to increased efficiency or effectiveness in previous roles.
✨Prepare for Scenario-Based Questions
Anticipate questions that may involve real-life scenarios related to planning, resource management, and performance evaluation. Practice articulating your thought process and decision-making strategies in these situations to show your problem-solving skills.