Job Description
We are seeking a skilled Team Leader to join our team. As a Team Leader, you will play a critical role in service delivery, building and developing a team of Customer Operations Specialists to achieve world-class support for customers of a global banking platform.
The Team Leader will contribute to the team's success by working within and promoting Company Values – Be Brave, Be Wise, Be Proud, and Exceed. This includes directly coaching and managing a team of COSs in line with company and client requirements, ensuring adherence to agreed processes and policies within the allocated team, and motivating the team to provide best-in-class service.
Key Responsibilities:
* Directly coach and manage a team of COSs in line with company and client requirements.
* Ensure adherence to agreed processes and policies within the allocated team for assurance of high-quality servicing.
* Motivate the team to provide best-in-class service, maintaining a positive working environment based on open communication.
* Contribute to positive Client Relationship development through operational intent and strong results-orientation.
* Operate with honesty, integrity, and transparency in all aspects of work.
* Oversee team and individual performance through engagement with Quality Analysts and be accountable for team performance development.
* Cary out frequent targeted coaching, providing constructive feedback and learning opportunities to ensure Service Levels are met.
* Ensure COSs receive appropriate training, both initially and on an ongoing basis.
* Handle escalated queries, issues, or complaints in line with client processes.
* Seek out opportunities for continuous improvement.
* Cary out administrative or managerial functions accurately, diligently, and timely.
* Maintain team staffing levels according to ongoing servicing requirements.
* Participate in internal and client reporting as required.
Essential Competencies:
* A deep-rooted passion for delivering success.
* Formidable experience and working knowledge of evidence-based individual and team coaching.
* Confidence and personal strength to lead and motivate others.
* An ability to drill into detail while never losing sight of the bigger picture.
* Quantifiable personal and/or team successes in the past.
* Conscientiousness and ambition to participate in the development of a successful operation.
* Ability to see the 'client view' and understand the impact of work on relationship development.
* Willingness to be flexible in their work and adaptable to various activities on any given day.
* Ability to efficiently work to specified project delivery deadlines.
* Strong communication & interpersonal skills, attention to detail, team player, time management skills, and flexibility.
Requirements / Experience:
* Third-level qualification in business or a related field.
* At least 1 year of contact centre experience in managing a team.
* Fluent in English with strong verbal and written communication skills.
* Proficient in Microsoft Office, especially Excel and Outlook.
* Strong performance drive and commitment to excellence.
* Excellent analytical and decision-making abilities.
* Adaptable to fast-paced, dynamic environments.
* Proven ability to collaborate across teams and deliver results.