Junior Team Lead Supervisor

This role will suit someone who has Team Leader or Mentor experience in a busy Contact Center environment and who wants to build on their experience and career in Team Leading and Managing. At least 6 months to 1 year of experience of delegating tasks and overseeing the supervision of customer service agents and managing call queues while adhering to strict SLA’s.

Key tasks and responsibilities

• Oversee achievement of individual and team targets in line with agreed and regularly reviewed standards.
• In line with agreed standards, oversee achievement of individual and team quality targets
• Manage and resource plan to achieve SLAs and agreed team targets
• Motivate, encourage, inspire and lead from the front
• Provide constructive feedback to team members, identify training needs and oversee training and development plans
• Display excellent communication skills both verbal and written
• Facilitating team meetings, workshops and walkthroughs with colleagues and management
• Have proven analytical and investigative skills, together with a problem solving proactive approach to regulatory, process and procedural changes
• Support, manage and implement the delivery of change related to project, regulatory and client requirements in line with the required timelines.
• Demonstrate flexibility to adapt to changing practices and work priorities
• See the wider picture and continually maintain a holistic approach to complaint handling
• Ensure all policy fraud control points are adhered to prevent the fraudulent transactions against policies
• Ensure that data security precautions are maintained to prevent the possibility of Identity Theft by conducting regular sweeps of desks, locked cupboards, waste bins and locked PCs.
• Assist Contact Centre Manager to ensure audit activity is fully supported and actions completed within timescales

Reporting to:

Accountability:

• Daily oversight inbound call queue and outbound work queues
• Delivery and maintenance of robust capacity plans
• Performance management of team

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service and Finance

Industries

• Insurance and Financial Services

#J-18808-Ljbffr…