Junior Team Lead Supervisor

Junior Team Lead Operations

This role will suit someone who has Team Leader or Mentor experience in a busy Contact Center environment and who wants to build on their experience and career in Team Leading and Managing. At least 6 months to 1 year of experience of delegating tasks and overseeing the supervision of customer service agents and managing call queues while adhering to strict SLA’s.

Key tasks and responsibilities

• Oversee achievement of individual and team targets in line with agreed and regularly reviewed standards.
• In line with agreed standards, oversee achievement of individual and team quality targets
• Manage and resource plan to achieve SLAs and agreed team targets
• Motivate, encourage, inspire and lead from the front
• Provide constructive feedback to team members, identify training needs and oversee training and development plans
• Display excellent communication skills both verbal and written
• Facilitating team meetings, workshops and walkthroughs with colleagues and management
• Have proven analytical and investigative skills, together with a problem solving proactive approach to regulatory, process and procedural changes

Reporting to:

• Contact Centre Manager

Accountability:

• Daily oversight inbound call queue and outbound work queues
• Delivery and maintenance of robust capacity plans
• Performance management of team