Job Title:
Team Leader, Operations
Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call centre associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Helping customers is what it’s all about and your role will be directing and supporting our advisers to help our customers decide which products and services are right for them; or solving problems if things don’t run smoothly.
This is a big leadership and influencing role; and key will be your ability to influence the delivery of our customer centric approach with your people – you will use your skills to coach and develop your people, to deliver superior sales and customer service. Your personal, simple and brilliant leadership style will act as a role model and will inspire people to be the best that they can be and in turn be the known as the best for customer service.
What you'll be doing
You’ll influence the end-to-end customer journey, providing the very best personal and local service for our customers, by working collaboratively with your peers, expecting the same of your team, to share their knowledge on the best way to do things, so everyone’s better off.
You will set direction for your team, which will enable them to provide excellent service; deliver NPS and sales targets and create an outstanding employee experience; whilst managing costs in line with ‘the way we work’.
You’ll be there for your team, making yourself visible and accessible, creating a great place where everyone wants to come and work to deliver brilliant performance to achieve the very best customer experience.
You’ll influence the wider team too, creating great relationships, where things run smoothly; and all opportunities are optimized.
You will be based on site in our Larbert Contact Centre in Falkirk and we offer a competitive annual salary and an additional potential bonus of up to £1,000 per month.
Essential Functions/Core Responsibilities
- Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Deliver operational performance with clear focus on in quarter performance.
- Expert in operational excellence across key focus areas – customer, people, process, product, and compliance and change leadership.
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
- Communicate expectations to employees and provide timely updates
- Provide subject matter expertise in handling escalated customer calls as needed
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
- Stay current on internal work processes, policies and procedures. Attend required manager development training
- Promote the Concentrix values through both behaviour and attitude, including being an advocate for team members
Candidate Profile
- Associate's degree in related field with two to four years of relevant experience preferred
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Absolute clarity on the goals needed to achieve our budget, sales; NPS and customer resolution; and the ability to implement these goals with your team.
- Deep operational knowledge, skill and ability and a seasoned understanding of how to coach and develop your people to deliver clearly defined and agreed standards.
- Work well under pressure and follow through on items to completion
- Strong communication skills, both written and verbal
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule
Career Level Description
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
GBR Larbert, Falkirk - 1 Central Park Avenue, Central Business Park
Language Requirements:
English
Time Type:
Full time
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