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- Tasks: Lead and develop a team to deliver top-notch customer service.
- Company: Join Interaction Recruitment, a dynamic player in the customer services sector.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a supportive culture that values employee engagement and career development.
- Qualifications: Experience in a managerial role within a professional services contact centre is essential.
- Other info: Flexible working hours and a focus on performance metrics make this role exciting.
The predicted salary is between 36000 - 54000 £ per year.
Salary: Up to £45,000 per annum dependant on experience
Working hours: 35 hours per week between 8am – 6pm Monday to Friday
Location: Hull, HU3. Hybrid working 2 days in office.
Contract: Permanent
Responsibilities
- Managing, coaching and developing a triage team to deliver excellent customer service.
- Working with team members to meet customer needs in a responsive and efficient manner.
- Managing escalated problems and performing root cause analysis of any trends identified to improve customer experience.
- Driving employee engagement through effective communication in one-to-one meetings and team meetings.
- Ensure all KPI’s are met and adhered to.
- Analysing and monitoring key performance metrics to enable forward capacity planning, identify key trends and spot performance efficiency opportunities.
- Delivery of daily, weekly and monthly insight from the MI and reporting to support the Head of Legal Advisory and Team Leaders in the oversight and efficient running of the operational service.
Experience
- Professional Services Contact Centre experience gained within a managerial capacity.
Skills
- Self-motivated with the ability to think ahead
- Excellent time management and prioritisation skills
- Strong people management skills and proven ability to maintain high performance in their team
- Effective analytical skills
- Excellent communication skills, demonstrating ability to relay information and seek buy-in appropriately at all levels
- Flexibility and resourcefulness
- Commercial understanding
Knowledge
- Knowledge and ability to use Microsoft Office applications – Excel, Word, PowerPoint
- Understanding and interpretation of data, MI and reporting
Please apply now or send your CV to (contact information).
Operations Team Leader employer: Interaction Recruitment
Contact Detail:
Interaction Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Team Leader
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to the role. Understanding what metrics are important for an Operations Team Leader will help you demonstrate your knowledge during interviews and show that you're ready to hit the ground running.
✨Tip Number 2
Brush up on your analytical skills, especially in relation to data interpretation and reporting. Being able to discuss how you've used data to drive improvements in previous roles can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed and developed teams in the past. Highlighting your people management skills and your approach to coaching can resonate well with the hiring team.
✨Tip Number 4
Research the company culture at Interaction Recruitment. Understanding their values and how they align with your own can help you articulate why you're a great fit for the team during your discussions.
We think you need these skills to ace Operations Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing teams, particularly in a contact centre environment. Emphasise your skills in customer service, people management, and performance analysis to align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership style and how you have successfully driven team performance in previous roles. Mention specific examples of how you've improved customer service or employee engagement.
Highlight Relevant Skills: In your application, clearly outline your analytical skills and proficiency with Microsoft Office applications, especially Excel. Provide examples of how you've used data to drive decisions and improve operational efficiency.
Showcase Communication Abilities: Demonstrate your strong communication skills by providing examples of how you've effectively communicated with team members and stakeholders. This could include leading meetings, coaching sessions, or presenting insights from reports.
How to prepare for a job interview at Interaction Recruitment
✨Showcase Your Leadership Skills
As an Operations Team Leader, you'll need to demonstrate your ability to manage and develop a team. Prepare examples of how you've successfully coached team members in the past and how you handled any challenges that arose.
✨Understand Key Performance Indicators (KPIs)
Familiarise yourself with common KPIs relevant to customer service operations. Be ready to discuss how you've met or exceeded these metrics in previous roles and how you plan to ensure your team achieves them.
✨Prepare for Problem-Solving Questions
Expect questions about how you would handle escalated issues or trends affecting customer experience. Think of specific instances where you've performed root cause analysis and implemented solutions effectively.
✨Demonstrate Effective Communication
Communication is key in this role. Be prepared to discuss how you engage with your team and stakeholders at all levels. Share examples of how you've facilitated one-to-one meetings and team discussions to drive engagement.
