An exciting opportunity for an Team Leader has just become available within our energy and utilities campaign : Business Inbound and Collections
We are looking for professional, high performance individuals , with sound leadership and problem solving skills, to lead a team of Senior Associates to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.
Key Responsibilities Areas :
To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.
To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.
To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.
Behavioural Traits Required
Communication and written skills
Job-Related Knowledge, Competencies & Skills Required
HR Process Knowledge
Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
Good understanding of the BPO industry
Qualifications Required :
Essential : Grade 12
Preferred : Tertiary qualification in management or relevant proven contact center experience
Experience, Knowledge, Skills and Attributes Required :
A proven track record of delivering against client, customer and business outcomes
2 years’ experience working within collections
3 years of team leader experience
Managing scale of 12-15 agents.
More than 2 years’ experience working within the BPO sector
More than 3 years’ experience working in a management role
Experience managing Omni-channel customer operations
Working Hours : Monday - Friday
Monday - Friday
08 : 00 AM - 06 : 00 PM UK Times
Work from Home and in the Office