Contact Center Team Lead
2 days ago
Romford
• Uses and displays in depth knowledge of the financial services industry and provides a technical reference point for the team and other departments, • Identify areas of risk within the department and liaise with management to offer and implement appropriate resolutions., • Ensure the team meet regulatory, legislative and company standards, • Supervise the teams inbound call queues and outbound call queue by effective workflow management, whilst also achieving agreed Service Level Agreements and implementing agreed changes, • Ensure through robust capacity planning that suitably trained team members are in place at all times and are allocated to deal with anticipated volumes, • Deal with manager call back requests in a timely fashion, • Maximise productivity and utilization, whilst also meeting agreed quality standards, • Day to day management of the performance of individuals within the call centre, • Set team/individual objectives and follow up with 121s and bi-annual appraisals, • Provide effective training and support to colleagues with regard to development and changing practices, • Ensure cross training to eliminate key dependency, • Produce and analyse weekly and monthly MI, • Understand root causes of complaints and breaches through investigation and provide feedback to individuals or the team. Control • Assist Contact Centre Manager to ensure audit activity is fully supported and actions completed within timescales, • Comply with all HCLIBS policies and procedures, • Daily oversight inbound call queue and outbound work queues, • Delivery and maintenance of robust capacity plans, • Performance management of team