Contact Center Team Lead - Nottingham, United Kingdom - Healthcare Business Solutions (UK) Limited

Healthcare Business Solutions (UK) Limited
Healthcare Business Solutions (UK) Limited
Verified Company
Nottingham, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Contact Centre Team Lead


At HBSUK, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow.

You'll have the opportunity to work on industry defining projects, finding solutions to real challenges that make a real difference to patient's lives.


About Us

About the Role


As a Call Centre Team Leader here at HBSUK, you will be responsible for leading a high performing contact centre team delivering world class customer service.

This will also include recruiting, training, and the day to day management of a team.


This is a dynamic position where you can really make a difference in contributing to the growth and development of our Centre of Excellence.


Responsibilities

  • Deliver an excellent client experience, putting patients at the heart of everything we do,
  • Lead by example to create a team dynamic that strives to be the best,
  • Setting & managing KPI's for your team in order to achieve the desired outcomes
  • Assisting with the development of new processes to improve operational efficiency
  • Facilitate regular coaching & feedback sessions with your team
  • Manage agents 121 framework, setting clear and measurable goals
  • Ownership of Teams overall goals & objectives ensuring that SLAs and KPIs are delivered
  • Reviewing and interpreting management information to make the best decisions
  • To be able to liaise with multiple teams within HBSUK, as well as external clients and suppliers appropriately when required
  • Supporting Call Centre Manager and Operations Managers in highlighting operational risks & opportunities
  • Working with management to identify and deliver positive change and business efficiencies

Requirements:


Education

  • Educated to GCSE's or higher education.

Experience

  • Relevant experience of managing a team in customer service

Knowledge and Skills

  • Excellent written and verbal communication skills with a personable approach
  • Ability to analyse, interpret and communicate complex problems in numeric data.
  • Proficient within MS Office Inc. Excel, Word, and Power Point with some practical experience
  • Energetic and Motivational

Diserable

Experience

  • Hands on experience working within a Call Centre Team Leader role

Knowlege and Skills

  • Ability to develop new processes and procedures to increase team operational efficiency

Our Committment to you

If this opportunity is something which appeals to you, get in touch today, so we can ensure you have the best experience throughout your search.

Salary:
£26,000.00-£27,000.00 per year


Benefits:


  • Company events
  • Company pension
  • Gym membership
  • Work from home

Schedule:

  • Day shift
  • Monday to Friday
  • Night shift
  • Weekend availability

Experience:

Customer Service: 3 years (preferred)

Work Location:
Hybrid remote in Nottingham, NG15 0DT
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