Job Description
Job Title : Contact Center Operations - Team Leader
Location Romford
Core Competence
1. 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.
2. Have a minimum of 3 years experience in complaint handling
3. Qualified to FA1, CF1 and CF2 (or equivalent), or the desire to achieve this within 2 years of appointment to the role
4. Understands key business metrics and balances BAU appropriately
5. Use appropriate MI to aid decision making and resource planning
6. Predicts potential failings and develop contingencies
7. Build and maintain effective relationships with team members and management aiding constructive feedback and promoting the importance of route cause analysis
8. Performs consistently and monitors staff performance against company competencies, personal objectives and agreed team plans
9. Addresses individual and team performance issues
10. Motivate and inspire team performance to ensure achievement of SLAs and team goals
11. Share experience and knowledge by providing guidance to the w...