Job Description
Job Title : Contact Center Operations - Team Leader
Location Romford
Core Competence
* Good understanding of the Financial Services Industry and the products available – specifically a detailed knowledge of the products associated with protection policies, pensions and mortgages.
* Have a minimum of 3 years experience in complaint handling
* Qualified to FA1, CF1 and CF2 (or equivalent), or the desire to achieve this within 2 years of appointment to the role
* Understands key business metrics and balances BAU appropriately
* Use appropriate MI to aid decision making and resource planning
* Predicts potential failings and develop contingencies
* Build and maintain effective relationships with team members and management aiding constructive feedback and promoting the importance of route cause analysis
* Performs consistently and monitors staff performance against company competencies, personal objectives and agreed team plans
* Addresses individual and team performance issues
* Motivate and inspire team performance to ensure achievement of SLAs and team goals
* Share experience and knowledge by providing guidance to the wider operational teams
* Relay communications in a timely and appropriate manner to colleagues, manager and other senior management
* Ensure all communication, both written and spoken, is of a consistently high standard at all times
* A professional, polite manner to be maintained without exception. Articulate speech and appropriate use of language
* Speak with courtesy and confidence when dealing with operational team members, clients, third parties and associates. Be sensitive and considerate of other people’s time
* Looks for ways of improving customer service and supports a team culture of treating customers fairly.
* Takes personal responsibility for customer needs and takes ownership of complaint resolution
* Shows resilience in dealing with setbacks
Person Specification
Job Title Operations Team Leader
Education/Qualifications/ Training
GCSE or equivalent in Maths & English
FA1, CF1 & CF2 (or to be completed within 2 years of appointment)
Understanding of HR policies and procedures and employment law
Experience in a BPO or Life and Pensions company
Experience
* Ability to daily resource plan
* Ability to interpret MI stats and take appropriate action
* Ability to influence to achieve results
* Excellent spoken and written communication skills
* Comprehensive knowledge of the process/procedures/systems which support the role
* Life & Pensions processing
* Good knowledge of a Financial Services regulatory environment
* Resource Management and capacity planning