Team Leader Call Centre, London

Posted By:City Network
Contact:Angela
Telephone:02074 302446

Job Summary

Reference: 775107817
Job Type: Permanent
Location: London
Salary: 25000 - 28000 per annum
Date Posted: 11/28/2016

Job Description


We are looking to recruit a Team Leader, experience gained from a Call Centre ideally with remote workers experience.

Based in Chiswick West London.

Shifts will be required

28,000 pa

The company provides premier support that enables users to fully utilize their digital devices and products; applications to protect privacy and provide security; and rapid replacement of lost, stolen, damaged, or malfunctioning devices. The global team of over 14,000 employees supports the top mobile operators, retailers and service providers, enabling those companies to focus on their core businesses.

Demonstrates a good cultural fit against Values and projects a professional image of self and the organization.

Enjoys diversity, is flexible and open-minded when dealing with a wide range of colleagues and clients, listens to and considers others' viewpoints developing effective relationships without prejudice.

Fosters a team environment with peers within department and across the organisation.

Collaborates and cooperates with other teams including those within Human Resources, Client Services, Sales & Marketing, IT and Finance.

Adheres to policies and practices and seeks to minimise business risk including that associated with the Financial Conduct Authority, Data Protection and Payment Card Industry regulation.

Role Accountabilities

To monitor and manage Team achievement of KPIs.

To develop and coach team members to improve performance and customer service.

Review and measure performance on recorded contacts for Team in line with Company procedures.

Hold monthly one to one meetings to review individual performance and personal development plans in line with Company procedures.

To asses team performance through performance-related bi-annual appraisal process.

To manage organisational change into the team.

To manage all instances of underperformance and misconduct in line with company procedures and seek advice/support where appropriate.

Ensure all business related communication is cascaded appropriately and in a timely manner.

Follow system and procedural processes to ensure team compliance with FCA regulatory and documented call handling requirements.

To manage escalation of difficult issues before formal complaints are generated. Handle written complaints in line with company procedures.

To manage team absence and disciplinary issues in line with company procedures.

Additional Role Requirements

Availability to travel and work between homeworker sites, and any desired Call Centre.

Flexibility to be able to relocate or work in any other future contact centre within the UK.

Ownership of Management Information (MI) being reported regularly to senior management for compliance purposes as well as to comply with TCF (Treating Customers Fairly) Principles and CX6 initiatives.

People focus - to have genuine interest in individuals and their development.

Strong customer and performance focus.

Ability to work as part of a team, initiating appropriate recognition of individual and team achievements.

Self-motivated and able to motivate and inspire team

To act as a role model and be professional in appearance, language and conduct

Reacts positively to change & maintains positive attitude.

Forward thinking - channels energy to improve performance.

Good communication skills, able to remain objective, demonstrate empathy and challenge behaviour in a constructive manner.

Remote team management experience

Excellent written and spoken English required

Proficiency with Microsoft Office including PowerPoint, Word and Excel required

Communications skills

Personal Organisation

Takes ownership

Developing Others

Interpersonal Sensitivity

Only successful candidates will be contacted, REC CONS