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Team Leader

Walsall, West Midlands

Closing date July 26th 2019

Salary Dependent upon experience

37.50 Hours

1 Position Available


We have an opening for a Team Leader role for up to 12 months. The successful candidate will have an understanding of excellent customer service, and the ability to drive performance, coach and inspire others to exceed customers’ expectations. You will need to be a leader who is a positive role model for a team of advisors, as well as being flexible and organised, with the ability to develop others to achieve results and their potential. We are looking for strong communication skills to enable you to play your part as both manager and team member in this rapidly changing environment.

The successful candidate will need to be flexible in their working patterns. You’ll will need to be able to commit to a minimum of 37.5 hours per week on a rota basis to cover the opening hours of the Centre, working approximately one Saturday in five.

Having strong communication skills you will be people and team orientated with the ability to build strong relationships. Hands-on and commercially orientated, you will be attracted to this opportunity to build a strong team delivering world-class contact centre services.

Key Responsibilities:

  • Being responsible for a team to efficiently provide a high quality and effective response to inbound customer enquiries within a collections environment
  • Managing performance results to achieve individual and team performance KPI’s.
  • Leading and developing a team of approximately 15 team members – coaching mentoring, supporting and stretching individuals - ensuring that there is capability, diversity and clear succession planning – enabling all to fulfil their potential.
  • Continuous feedback, support and challenge with the rest of the operation ensuring full integration between the services provided to the client.
  • Driving and steering key continuous improvement and change programmes - ensuring that the right management systems and processes are in place to optimise excellent customer service in the most cost-effective manner.
  • Producing and presenting regular management information and monthly reports detailing performance against plan together with all significant development activities.
  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
  • Act as a role model to others whilst striving to achieve high standards of performance and customer service

Experience:

  • Proven experience of managing a team through a period of change
  • Experience of working in a collections call centre environment
  • Experience in Absence Management, performance management and disciplinary processes
  • You will need to have experience in complaints management and quality assurance
  • Ability to analyse data and put plans in place to improve
  • Extensive experience of managing within a collections environment

Skills:

  • Key attention to detail.
  • Data literate. Able to analyse and accurately interpret data to enable robust decision making.
  • Ability to develop and introduce new methods of working IT literate – SQL Server, Qlikview, Microsoft Excel and Power BI.
  • Able to conduct business analysis, taking business requirements and configuring the system to meet those requirements.
  • Candidates with experience of controlling, maintaining and updating debt systems will be considered, especially with experience of managing champion challengers and systematic process improvement. Minimum of 2 years working in similar roleExcellent written and oral communication skills Ability to analyse data to drive effectiveness

Personal Characteristics:

  • Ability to work with Microsoft Programms
  • Digital channels environment (facebook, twitter)
  • Positive attitude
  • Coaching and mentoring
  • Strong oral and communication skills
  • Results orientated
  • People Management skills
  • Experience of supervising a team

If you would like to apply for this role please send your CV to Iwanttowork@echo-ms.com before the closing date.


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