Team Leader 999 Contact Centre - Birmingham, United Kingdom - BT

Verified Company

Birmingham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Team Leader 999 Contact Centre

Job Req ID:19688
Posting Date:13 Jul 2023
Function:BT contact centres
Location:Snowhill, Birmingham, United Kingdom
Salary:28,000.00
The Role

Who are we? We are the team that work 24/7 365 days a year and we make a difference to people's lives; we even work that extra day in a leap year? Still interested?......
We are Voice Services and we provide a critical service in a contact centre where speed and response saves lives. We connect people through to the emergency service they need quickly, effectively and without judgement and opinion, answering hundreds of calls per shift. We provide the Relay UK service to those people who need it most. Helping people with hearing and speech difficulties communicate with anyone over the phone. We are that vital link. We also support direct enquiry calls and operator assisted calls.
We need our team leaders to be able to act under pressure, with a cool head supporting the teams around them. Whilst doing this making sure the caller or the situation is at the heart of everything that they do.

Nights

Working Window 18:0008:00 (5 days a week inc Bank holidays and weekends)

Days

Working Window 08:0023:00 (5 days a week inc Bank holidays and weekends)

What you'll be doing

Performance management providing coaching, development opportunities and giving appropriate recognition to drive a high performance culture. Supporting your team and others teams in the centre.
Lead by example by communicating effectively with teams and individuals by being able to deliver and contextualise key messages (good news/bad news/change communications) in a way which makes information impactful and relevant.
Achieve KPI's to meet SLA's by creating robust plans to drive results and remove any barriers to providing excellent customer care
Resource management, being creative and fostering innovation at all times to provide suitably skilled and trained people to meet the volatile demands of all work streams
Create a positive working environment by listening and engaging the team to contribute and participate in driving local improvement activities. Encourage efficiency, cost saving, wellbeing and safety in the Centre
Develop the overall capability of the team by supporting individual needs with relevant PDPS and creating career opportunities
Collaboration by actively building relationships both internally externally to deliver the best possible results and sharing best practice.
Team performance and the delivery of high volume blended services to meet all KPI measures, whilst remaining compliant with BT Policies and regulatory obligations
Ensure team receives all relevant communications and updates, train and develop Advisors to broaden skillset, ensure knowledgemanagement completed by Advisors, coach and performance manage
Act as first point for any customer escalations and fully owns these; following processes to meet customer needs
Knowledge and understanding of BT products, Services, processes and systems within own product areas.

What we are looking for

Demonstrable experience of effective people management including of an operational team call centre management experience is desirable
Ability to coach an operational team Connected Leaders capabilities
Good knowledge of BT Voice Services products and processes to be effective as a first line escalation and team leader
Effective communication regular and honest conversations with emotional intelligence
Analytical able to understand service trends to drive performance and process improvements
Proven resilience and the ability to succeed under pressure
Outside of the box thinking, as not every situation will have a step by step guide on how to deal with
Collaboration on a national level (including Realtime and Planning teams and externally (Emergency Authorities)
Able to role model leadership behaviours as set out in the BT Connected Leaders framework
Able to analyse and interpret management information to drive effective service delivery and team performance
Effective planning and organisation skills, demonstrating how can adapt to being proactive.

Wondering what's in it for you?

Being part of the BT family brings a huge number of benefits including the below:
Competitive salary of £28,000.00
25 days annual leave (not including bank holidays)
Worldclass training and development opportunities
Share option and pension scheme programmes
Flexible benefits to fit around you