Contact Center Team Lead

Job Title : Contact Center Operations - Team Leader

Location Romford

Core Competence

• Good understanding of the Financial Services Industry and the products available – specifically a detailed knowledge of the products associated with protection policies, pensions and mortgages.
• Have a minimum of 3 years experience in complaint handling
• Qualified to FA1, CF1 and CF2 (or equivalent), or the desire to achieve this within 2 years of appointment to the role
• Understands key business metrics and balances BAU appropriately
• Use appropriate MI to aid decision making and resource planning
• Predicts potential failings and develop contingencies
• Build and maintain effective relationships with team members and management aiding constructive feedback and promoting the importance of route cause analysis
• Performs consistently and monitors staff performance against company competencies, personal objectives and agreed team plans
• Addresses individual and team performance issues
• Motivate and inspire team performance to ensure achievement of SLAs and team goals
• Share experience and knowledge by providing guidance to the wider operational teams
• Relay communications in a timely and appropriate manner to colleagues, manager and other senior management
• Ensure all communication, both written and spoken, is of a consistently high standard at all times
• A professional, polite manner to be maintained without exception. Articulate speech and appropriate use of language
• Speak with courtesy and confidence when dealing with operational team members, clients, third parties and associates. Be sensitive and considerate of other people’s time
• Looks for ways of improving customer service and supports a team culture of treating customers fairly.
• Takes personal responsibility for customer needs and takes ownership of complaint resolution
• Shows resilience in dealing with setbacks

Person Specification

Job Title Operations Team Leader

Education/Qualifications/ Training

GCSE or equivalent in Maths & English

FA1, CF1 & CF2 (or to be completed within 2 years of appointment)

Understanding of HR policies and procedures and employment law

Experience in a BPO or Life and Pensions company

Experience

• Ability to daily resource plan
• Ability to interpret MI stats and take appropriate action
• Ability to influence to achieve results
• Excellent spoken and written communication skills
• Comprehensive knowledge of the process/procedures/systems which support the role
• Life & Pensions processing
• Good knowledge of a Financial Services regulatory environment
• Resource Management and capacity planning