Job Title:

Team Leader

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 at our Maysfield Contact Centre in Belfast and we offer a competitive annual salary and an additional potential bonus of up to £1,000 per month.

You’ll be required to work a variety of shifts Monday-Friday 08:00-21:00 & Saturday and Sunday 08:00-20:00

Other benefits include;

Exclusive discounts on broadband, mobile, TV channels, and more, including family & friends dealsAccess to a generous employee discount portal, saving you up to £1000 annually on groceries, shopping, entertainment, and travelWellbeing support through free access to services that enhance your mental and physical healthComprehensive dental plan and priority access to a private GP30 days annual leavePension scheme
 

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 requirementsDeliver 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 weeklyIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectationsCommunicate expectations to employees and provide timely updatesProvide subject matter expertise in handling escalated customer calls as neededConduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activitiesStay current on internal work processes, policies and procedures. Attend required manager development trainingPromote 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 preferredHighly motivated individual with skills to develop and coach team members to achieve performance expectationsAbsolute 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 completionStrong communication skills, both written and verbalAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverableAbility to mentor, coach and provide direction to a team of employeesWillingness 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, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

GBR Belfast - Maysfield

Language Requirements:

Time Type:

Full time

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