Junior Team Lead Supervisor
4 days ago
Romford
Junior Team Lead Operations This role will suit someone who has Team Leader or Mentor experience in a busy Contact Center environment and who wants to build on their experience and career in Team Leading and Managing. At least 6 months to 1 year of experience of delegating tasks and overseeing the supervision of customer service agents and managing call queues while adhering to strict SLA’s. Key tasks and responsibilities • Oversee achievement of individual and team targets in line with agreed and regularly reviewed standards., • In line with agreed standards, oversee achievement of individual and team quality targets, • Manage and resource plan to achieve SLAs and agreed team targets, • Motivate, encourage, inspire and lead from the front, • Provide constructive feedback to team members, identify training needs and oversee training and development plans, • Display excellent communication skills both verbal and written, • Facilitating team meetings, workshops and walkthroughs with colleagues and management, • Have proven analytical and investigative skills, together with a problem solving proactive approach to regulatory, process and procedural changes, • Support, manage and implement the delivery of change related to project, regulatory and client requirements in line with the required timelines., • Demonstrate flexibility to adapt to changing practices and work priorities, • See the wider picture and continually maintain a holistic approach to complaint handling, • Ensure all policy fraud control points are adhered to prevent the fraudulent transactions against policies, • Ensure that data security precautions are maintained to prevent the possibility of Identity Theft by conducting regular sweeps of desks, locked cupboards, waste bins and locked PCs., • Assist Contact Centre Manager to ensure audit activity is fully supported and actions completed within timescales Reporting to: • Daily oversight inbound call queue and outbound work queues, • Delivery and maintenance of robust capacity plans, • Performance management of team