Job Opportunity
This role presents an exceptional chance for a skilled professional to assume the position of Team Leader, overseeing a team of Customer Operations Specialists. The selected candidate will be responsible for providing world-class support to customers of a leading global banking platform.
The Team Leader's primary objectives include ensuring high-quality servicing, adhering to agreed processes and policies, motivating the team to provide best-in-class service, and contributing to positive client relationship development.
To excel in this role, applicants must possess a deep-rooted passion for delivering success, with evidence of enhanced results through individual and team coaching, strong leadership skills, problem-solving abilities, and excellent communication skills.
A third-level qualification in business or a related field, along with at least one year of contact centre experience in managing a team, is required. Proficiency in Microsoft Office, particularly Excel and Outlook, is also essential.
Key Responsibilities:
* To directly coach and manage a team of COSs in line with company and client requirements.
* To ensure adherence to agreed processes and policies within the allocated team, for assurance of high-quality servicing.
* To motivate the team to provide best-in-class service, developing and maintaining a positive working environment for the team, based on open communication.
* To contribute to positive Client Relationship development through positive operational intent and strong results-orientation.
* To operate with honesty, integrity, and transparency in all aspects of the work.
* To oversee team and individual performance through continuous engagement with dedicated Quality Analysts (QAs), and be accountable for team performance development.
* To carry out frequent, targeted coaching based on issues/trends notified, providing constructive feedback and learning opportunities in order to ensure that agreed Service Levels are being met.
* To ensure COSs receive all appropriate training, both initially and on an ongoing basis.
* To handle queries, issues, or complaints that have been escalated from the team, in line with the processes agreed with the client.
* To seek out opportunities for continuous improvement.
* To carry out any administrative or managerial functions in an accurate, diligent, and timely manner.
* To maintain team staffing levels in accordance with ongoing servicing requirements (daily scheduling, scheduling of annual leave, flagging recruitment needs…)
* To participate in internal & client reporting, as required.
* To carry out all aspects of People Management including initiation of any necessary Performance Improvement Planning, management of attrition, time and attendance, recruitment, training, retention, and employee experience initiatives, reporting.
* To carry out any other ad hoc duties that may arise during the development of the role or operation, including the processing of tickets during any downtime.
Essential Competencies:
* Evidence of enhanced results through individual and team coaching.
* Strong leadership skills, with confidence and personal strength to lead and motivate others.
* An inquisitive problem-solver who 'gets ahead' of potential issues.
* 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 the ambition to participate in the development of a successful operation.
* An ability to see the 'client view', understanding the impact of the work on the development of the relationship.
* Willingness to be flexible in their work, and adaptable to a range of 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 flexible and innovative.
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.