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THE COMPANY
My client a leading financial organisation require an ambitious and decisive Team Leader to help take their Service Operation to the next level. This is an extremely challenging position – in a change environment, with a heavy focus on the customer’s experience.

To be considered for this position you will come from a proven Customer Service background at Team Manager/Leader level. You will have an excellent ability to coach and develop individuals to maximize their performance and ability. Individuals should also have a strong background in managing disciplinary procedures.

THE ROLE

• Key Accountabilities of the role include;

• Responsible for the identification and performance management of individual under performance within appropriate timescales.

• Accountability for the development and performance of Contact Centre Agents, through effective, regular coaching / feedback and (1-2-1) sessions.

• Proactive monthly planning of workloads to prioritise and deliver against key objectives and tasks – (For Example: 1-2-1’s. absence management).

• Maintain accurate documentation to support individual and team

KNOWLEDGE AND EXPERIENCE

• Excellent ability to coach and develop individuals and teams

• A proven understanding of managing teams in a service environment – improving the customer experience

• Proven experience in a Management role, having managed teams of at least 10 direct reports.

• Experience of working within a Contact Centre environment.

• Ability to work as part of a team and working collaboratively across business functions to achieve business objectives.

PROCESS & TIMEFRAMES
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to: nick@callcentreassociates.co.uk