An exciting opportunity for a Team Leaders: Operations has just become available in our UK Campaign.

 

We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

 

Key Responsibilities Areas:

Managing Performance

Managing team performance outputs against client and business requirements

Smart Operations

Creates an environment that fosters open, 2-way communication underpinned by the organisational values and culture. Align and manage performance. Ensure engagement of team in order to enable performance.

People Management

Effective leadership and people management through engagement and proactive management.

Compliance

Adherence to client and business compliance requirements

 

Behavioural Traits Required

·

• Ability to work under pressure In a fast paced environment
• Able to manage customer escalations and complaints
• Able to manage, motive, mentor, coach and develop a team of up to 16 employees
• Effectively manage performance of individual team members  to deliver against all KPI’s
• Passionate about employees and customers
• Resilient under pressure
• Strong analytical and problem solving skills
• Solutions orientated and confident in decision making
• Effective time management
• A strong team player that works well as a team and individually
• Able to see the bigger picture
• Conflict Management and able to handle difficult conversations
• Employee Engagement
• Managing Change
• Strong Planning & Organisational skills
• Great at building individual, team and partner relationships
• A strong sense of ownership and accountability

 

Qualifications

Qualifications Required:

• Essential: Grade 12
• Preferred: Tertiary qualification in management or relevant proven contact center experience

Experience, Knowledge, Skills and Attributes Required:

A proven track record of delivering against client, customer and business outcomes

2 years’ experience working within a contact center, preferably with UK clients

1 - 3 years’ experience working in a management role