Response Coordinator Team Leader (Night Shift) OCU Utilities · Leeds Seacroft

OCU Group are experiencing a significant amount of growth within our National Operations Centre.

This has created an exciting opportunity for a NOC Team Leader to join our team in Leeds, Seacroft.

The Team Leader is responsible for overseeing and managing the team of Response Coordinators. The purpose of the role is to ensure that the team meets performance targets, adheres to company policies, and delivers high-quality customer service. The role requires strong leadership, excellent communication skills, and a focus on meeting both individual and team objectives.

Please be aware the working hours are: 23:00pm – 07:00am

Reporting to: NOC Operations Manager

Duties and Responsibilities:

Team Supervision:

• Manage and lead a team of Response Coordinators.
• Monitor daily activities and performance to ensure that service levels are met.
• Conduct regular team meetings to discuss performance, provide updates, and share best practices.
• Work alongside the team completing Response Coordinator duties.

Performance Management:

• Track and evaluate team members’ performance using key performance indicators (KPIs) such as call handling time, customer satisfaction, and resolution rates.
• Provide regular feedback, coaching, and development plans to improve agent performance.
• Conduct performance reviews and set individual goals.

Training and Development:

• Organise and deliver training sessions to new and existing team members.
• Ensure the team is up to date with any new procedures, products, or systems.
• Encourage continuous learning and improvement.

Quality Assurance:

• Monitor calls to ensure high standards of customer service are maintained.
• Address customer complaints and resolve escalations.
• Implement quality control processes and recommend improvements.

Reporting and Analytics:

• Compile and present reports on team performance, highlighting successes and areas for improvement.
• Use call centre software to track and analyse metrics such as call volume, waiting times, and resolution rates.
• Report findings to upper management and suggest changes to improve efficiency.

Motivation and Morale:

• Foster a positive work environment by motivating the team through incentives, recognition, and team-building activities.
• Address any issues related to staff morale and take appropriate actions to resolve conflicts.
• Encourage teamwork and collaboration among agents.

Operational Efficiency:

• Ensure staffing levels are adequate to handle call volumes and that resources are used efficiently.
• Manage shift schedules and allocate work based on call centre demands.
• Liaise with other departments to streamline operations and improve customer service processes.

Skill and Experience:

• Excellent communication skills, both verbal and written.
• Strong active listening skills and ability to empathise with customers.
• Ability to multi-task, prioritise, and manage time effectively.
• Proficiency in computer applications, including MS Office and CRM software.
• Previous experience in a call centre or customer service role.
• Ability to work under pressure and handle challenging situations calmly and effectively.
• Proven experience in leading and motivating teams.
• Commitment to delivering high levels of customer satisfaction.

Company Information:

OCU leads the way in end-to-end infrastructure engineering in the utilities, digital, and energy markets, specialising in safely and efficiently delivering complex client requirements. Our breadth of capabilities and depth of operational capacity, paired with our cutting-edge technology, ensure that we are not just part of the market; we are leading it.

Working directly with many of the country’s leading power, energy transition, water, telecoms and digital clients, we are looking for the very best talent to join our growing team.

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