Junior Team Lead Supervisor

HCLTech; Romford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading tech company is seeking a Team Leader to oversee a busy Contact Center. Responsibilities include managing individual and team performance targets, providing feedback, and implementing training plans. The ideal candidate has 6 months to 1 year of experience in customer service leadership and excellent communication skills. This full-time role offers opportunities for career advancement in a dynamic environment.

Qualifications

• At least 6 months to 1 year of experience in contact center leadership.
• Ability to oversee and manage customer service teams effectively.
• Experience in training and development plans.

Responsibilities

• Oversee achievement of individual and team performance targets.
• Manage and resource plan to achieve SLAs and team targets.
• Motivate and lead the team, providing constructive feedback.

Skills

Team Leader experience

Excellent communication

Analytical skills

Problem-solving

Motivational skills

Job description

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:

Accountability:

• Daily oversight inbound call queue and outbound work queues
• Delivery and maintenance of robust capacity plans
• Performance management of team

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service and Finance

Industries

• Insurance and Financial Services