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    Team Leader Full or Part Time - Belfast, United Kingdom - Serco Limited

    Serco Limited
    Serco Limited Belfast, United Kingdom

    2 days ago

    Default job background
    Part time
    Description
    Hybrid/Home-working - you may be required to attend site for support, team building or team meetings.
    Permanent, Full or Part time

    We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services.

    This includes day to day delivery, client expectations, KPIs and Serco polices & procedures, ensuring the requirements of the contract are met, safely, ethically and in line with Serco values.

    To monitor team performance at all levels supporting achievement of contractual SLAs, Service and Contract outcomes whilst ensuring the workplace is inclusive, engaging and fulfilling for our people.

    There will be a 5-week training course with a mandatory 100% attendance.
    People management skills
    Effective communication at all levels, verbally and in writing
    Commercial awareness
    Performance focused with a desire to deliver an excellent customer service
    Creative approach; English and Math GCSE level qualification or equivalent
    Achievement and maintenance of all SLA's and KPI's in line with contractual requirements, understanding financial implications and penalties.
    Actively seeks suggestions and feedback around team performance
    Awareness of commercial contract, specifically day to day SLAs to support delivery
    Build and maintain strong relationships internally and externally enabling identification of appropriate resource to support when required, e.g. finance / commercial, HR, Technology, recruitment agency
    Continuous monitoring of agent activity to ensure performance measures are delivered.
    Ensure individual and team completion of all mandatory training (LMS) and this is updated regularly.

    Ensure services are managed to meet KPI standards in all areas on a strategic and daily real time basis, including but not exclusively AHT, time to answer, wrap, break adherence, lateness and training targets.

    Make sure our people are safe and working safely, striving to eliminate or mitigate all health and safety risks
    Manage customer complaints quickly and effectively.
    Seek opportunities to improve operational performance and drive down costs without compromising service levels.
    To deliver the recruitment, development and deployment of resources within and across the department to maintain a skilled and effective workforce to meet contractual obligations, in line with budget and capacity plan
    To support the implementation of client projects and service improvements
    to manage performance and identify developmental needs of experience and new members of the team.
    Take responsibility for one's own personal impact and development, focusing on increasing self-awareness as well as identify new areas for learning and profession development and creating learning opportunities
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