Would you like to work for an expanding, global financial services organisation? Would you like to work for an employer of choice? If so, read on as we are opening a new office in Telford and an exciting opportunity has arisen for a Team Leader to join our Operations department.
We are looking for a strong leader with excellent people management skills, strong communication skills, the ability multi-task and prioritise, and who will thrive in a busy, fast-paced environment. You will have ideally worked in a contact centre environment, be able to make decisions quickly and solve problems, and ensure your team is engaged and motivated to deliver results.
You will work in a busy and dynamic call centre on a rotating shift pattern - it is a full time role working 37.5 hours per week including early shifts, day shifts and evening shifts, as well as 2 in 4 Saturday mornings.
- Monitoring and evaluating a team of Customer Consultants performance against key metrics, customer outcomes and performance levels.
- Accountable for the consistent performance of assigned collections functions in meeting and exceeding daily, weekly and monthly objectives
- Ensure all department KPIs are consistently met
- Support the current collections model and interpret key MI to drive department performance
- Working with Operational Management to implement and support strategic improvements.
- Support workforce planning & scheduling adjusting staff duties and priorities as required ensuring optimum productivity.
- Support, coach and motivate direct reports
- Provide support as required with all aspects of staffing, from recruitment through to disciplinary
- Drive correct customer outcomes, monitoring and measure
- Deliver and evaluate KPIs and objectives through all 121s and appraisals
What can we offer you?
We are offering a competitive salary up to £25,000 depending on experience, performance related bonuses, 23 days holiday and comprehensive on the job training. This is a fantastic opportunity not to be missed. Apply now to be considered.
- Call Centre
- Customer Service
- Team Leader