Contact Centre Team Leader - Leicester, United Kingdom - Bellrock Property and Facilities Management

Bellrock Property and Facilities Management

Verified Company

Leicester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Contact Centre Team Leader (CSC)

At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems, but with peace of mind, and we unlock that by being technology-led but people-driven.

When you're part of Bellrock, you'll get everything you need to be your best at work - because our people are the heart of our business and we're all about helping them to shine.

The main purpose of the role is to manage the performance of the contact centre agents and manage the client's workloads and contracted service level agreements.

To motivate and performance manage, ensuring that key targets are met. Ensuring that appropriate action plans are in place for under performance, and positive feedback and recognition is given. To coach, and inspire agents to deliver service excellence, through high employee engagement.

How will you be the change?:

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you're in - every role plays a part in driving us further and everyone can be the change.

That's how we deliver value for our customers, and building systems that lead the way.

And as a Contact Centre Team Leader with Bellrock you'll do it by

Call Quality coaching & honest feedback, identifying challenges to overcome & opportunities to improve.
Monthly 121 meetings with team members, focusing on KPIs, behaviours, continuous improvement, development and business updates.
Conducting RTW interviews/ managing positive attendance, Performance Management sessions, Probation Review meetings & Personal Development Reviews, Disciplinary meetings and also assisting the broader leadership team in these areas.
Daily Team Huddles to handover/ identify any issues that may affect the operation of the Client Service Centre.
Focusing on resourcing daily vs. call volumes and ensuring that all call queues are adequately resourced, absorbing sickness & holidays, breaks & lunches across the 24 hour shift pattern.
Ensuring that workflows are distributed throughout teams and that the output is measured & reported back to the CSM.
Monitoring the call queues and taking action to maintain the required Grade of Service & agent adherence.
Ensure Agents understand what their targets are, how they are scored and how they can be achieved.
Reviewing current targets and set new quantitative & qualitative targets for Agents.
Agent performance scores updated, visible, crosscalibrated and utilised to manage the team.
Ensure that appropriate action plans are in place for under performance.
Manage coach and inspire to ensure operational excellence and high employee engagement.
Ensuring that customers are treated fairly and are called back within agreed SLAs, providing quality customer service, including interacting with customers, answering customer enquiries, and effectively handling any client complaints.
Attending client meetings & business meetings with other teams across the business.
Undertaking project work to improve the operation of the Client Service Centre.
Reporting an array of operational data to peers & subordinates, including and not exclusive to Call Quality scores, Overdue Jobs, Agent's Call Reports & Call Monitoring.
Covering work patterns from 7am 7pm weekdays (some weekend cover required)
Rotational coverage of bank holidays as required.
Promoting the Company's values at all times amongst the team
Ensuring that all HR processes and policies are adhered to, invoking disciplinary procedures where appropriate.
Conversant with current Health and Safety regulations.
The post holder may be required to undertake any other duties which may reasonably be required within the nature of the duties and responsibilities of the post.

What does it take?
If you're ready to be the energy that helps us build our business, share our success, and really own it as a Contact Centre Team Leader you'll need

Experience managing and coaching a team
Understanding of contact centre KPIs and operations.
Be authentic, honest and perform the role with integrity
Experience managing a team
Being available, accessible & assertive.
Ability to think and make decisions quickly
Passion to lead by example and support in delivering a fantastic customer journey
Ability to collaborate with other departments and stakeholders for continuous business improvement

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Working arrangements

What can we offer you?
Upon joining Bellrock, you can expect a comprehensive benefits package including:25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it's on us)

Life cover

LifeWorks employee assistance and wellness program

Enhanced maternity, paternity and adoption leave

Salary sacrifice schemes:
Cycle to work and Techscheme

Holiday purchase scheme of additional 5 days per year

Committed to paying real living wage

Offers