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Team Leader - Telephony
This job has expired, and cannot be applied for.
- Posted By: Interaction Recruitment
-
Address:
- 20 Hertford Street
- Coventry
- CV1 1LB
- Date Posted: 8th Mar 2010
- Salary: 20000
- Location: Leamington Spa (CV34 6RJ)
- Reference Code: Team Leader- Warwick
- Views Since Posting: 215
- Full Description:
Role: Team Leader - Telephony
Salary: £20,000 pa
Employment Type: 3 Month Fixed Term Contract
Location: Warwick Technology Park
Primary Responsibilities
Working alongside the line manager you will:
• Monitor, manage and maintain SLAs through effective resource allocation and planning , target setting, call-flow management and interval control
• Drive individual and team wrap, call and utilisation times using measurement, targets, reward and recognition, feedback and communication.
• Ensure that a pre agreed percentage of your teams’ calls are audited on a weekly basis to maintain Quality levels and that results are communicated and used to drive improvements
• Foster a culture of continuous improvement by seeking ideas, challenging the status quo, identifying best practice and auditing and reviewing departmental processes
• Ensure that your team is kept up to date on the wider centre and business performance
• Manage staff in accordance with Company policies and procedures, and provide orientation and training to new staff as required.
• Actively work to continually motivate, coach and develop your team; establish goals both for the team and for individual employees, and conduct regular performance reviews.
• Plan and anticipate appropriate staffing levels in advance, in order to maintain KPIs and SLAs. Monitor staff scheduling over periods of absence and annual leave; work with HR to interview and hire new recruits as required.
• Be responsible for the day to day management of your team, including monitoring time-keeping, absence, and overtime, and identifying and addressing any training that your team requires.
• Proactively communicate with other centres, team leaders and operational management including liaising with other departments and businesses both internal and external.
• Carry out any other duties relevant to the day to day running of the team.
• Deputise for Operations management when required
Personal Attributes
• You must be highly driven and committed to the achievement of Company goals and SLA’s
• Clear demonstration of leadership skills will be essential.
• You must be capable of working under pressure and to tight deadlines whilst ensuring that accuracy and attention to detail are maintained at all times.
• Excellent organisational and planning skills are vital to this role, and your time, as well as that of your team, will need to be utilised effectively.
• Enthusiastic, motivational with a “can do” attitude and a proven ability to get the best out of the teams you lead.
• You must have good interpersonal skills and be able to liaise with other departments to share knowledge, and to offer advice to peers in other areas of expertise.
• Flexibility and adaptability will be vital, as in such a fast-growing company, continuous improvement, and subsequent process and procedural changes are continuous.
• An aptitude for investigating and problem solving will be essential in order to ensure a timely resolution to any form of customer or departmental query or complaint. You will use analytical and investigative skills, and your proficient knowledge of Company processes, to review and resolve any such queries.
You must be able to work on own initiative, whilst always complying with Company procedures, and must therefore lead your team by example.
Qualifications and Experience
Essential:
• Minimum standard of education of GCSE level or equivalent
• Must be able to demonstrate strong hands-on call centre management experience in a high volume preferably financial service based industry including experience of managing call-flows, routing, call coaching
• Must have minimum 3 years experience within a supervisory / team leader role in a call centre environment
• Excellent I.T skills including MS Word, Excel and Outlook.
• Internal applicants must have passed their probationary period and have been in their current role for more than 3 months
• Must be able to pass a Credit and Criminal Record Check.
Desirable:
• Soft sales experience/lead generation
Salary: £20,000 pa
Employment Type: 3 Month Fixed Term Contract
Location: Warwick Technology Park
Primary Responsibilities
Working alongside the line manager you will:
• Monitor, manage and maintain SLAs through effective resource allocation and planning , target setting, call-flow management and interval control
• Drive individual and team wrap, call and utilisation times using measurement, targets, reward and recognition, feedback and communication.
• Ensure that a pre agreed percentage of your teams’ calls are audited on a weekly basis to maintain Quality levels and that results are communicated and used to drive improvements
• Foster a culture of continuous improvement by seeking ideas, challenging the status quo, identifying best practice and auditing and reviewing departmental processes
• Ensure that your team is kept up to date on the wider centre and business performance
• Manage staff in accordance with Company policies and procedures, and provide orientation and training to new staff as required.
• Actively work to continually motivate, coach and develop your team; establish goals both for the team and for individual employees, and conduct regular performance reviews.
• Plan and anticipate appropriate staffing levels in advance, in order to maintain KPIs and SLAs. Monitor staff scheduling over periods of absence and annual leave; work with HR to interview and hire new recruits as required.
• Be responsible for the day to day management of your team, including monitoring time-keeping, absence, and overtime, and identifying and addressing any training that your team requires.
• Proactively communicate with other centres, team leaders and operational management including liaising with other departments and businesses both internal and external.
• Carry out any other duties relevant to the day to day running of the team.
• Deputise for Operations management when required
Personal Attributes
• You must be highly driven and committed to the achievement of Company goals and SLA’s
• Clear demonstration of leadership skills will be essential.
• You must be capable of working under pressure and to tight deadlines whilst ensuring that accuracy and attention to detail are maintained at all times.
• Excellent organisational and planning skills are vital to this role, and your time, as well as that of your team, will need to be utilised effectively.
• Enthusiastic, motivational with a “can do” attitude and a proven ability to get the best out of the teams you lead.
• You must have good interpersonal skills and be able to liaise with other departments to share knowledge, and to offer advice to peers in other areas of expertise.
• Flexibility and adaptability will be vital, as in such a fast-growing company, continuous improvement, and subsequent process and procedural changes are continuous.
• An aptitude for investigating and problem solving will be essential in order to ensure a timely resolution to any form of customer or departmental query or complaint. You will use analytical and investigative skills, and your proficient knowledge of Company processes, to review and resolve any such queries.
You must be able to work on own initiative, whilst always complying with Company procedures, and must therefore lead your team by example.
Qualifications and Experience
Essential:
• Minimum standard of education of GCSE level or equivalent
• Must be able to demonstrate strong hands-on call centre management experience in a high volume preferably financial service based industry including experience of managing call-flows, routing, call coaching
• Must have minimum 3 years experience within a supervisory / team leader role in a call centre environment
• Excellent I.T skills including MS Word, Excel and Outlook.
• Internal applicants must have passed their probationary period and have been in their current role for more than 3 months
• Must be able to pass a Credit and Criminal Record Check.
Desirable:
• Soft sales experience/lead generation
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