Operations - Team Leader, Contact Centre

Job Description

Are you looking to develop a career in one of the worlds largest Research OrganisationsThe Team Leaders in our Edinburgh Operations Hub are right at the centre of our operation and play a key role in delivering projects, nurturing and upskilling our workforce, spotting talent and promoting a welcoming, healthy and productive environment wherepeople want to perform their best.The role The Team Leaders strive to make every project a success, working efficiently and to high standards. They make sound decisions and are excellent role models for agents and supervisors.What will I being doingThe Team Leaders work in partnership with Project Managers in Telephone Operations, "The Flexible Fulfilment Hub", to effectively execute and deliver projects on time and in full. The projects are varied and involves speaking to the general public or businesseson behalf of different clients on a broad range of topics. They are experts in CATI data collection and they have excellent interviewing, supervisory and technical skills. Team Leaders follow processes, manage people and distribute information. They ensureall staff are adequately briefed on projects and monitor performance. They have the knowledge and expertise to pre-empt issues and take a proactive approach to avoid problems.Team Leaders develop strong collaborative relationships and are active, visible members of the whole Edinburgh Operations Hub, from the pool of casual workers up to the management team. They have excellent communication skills and routinely explain the rationaleand motivation behind their decisions. They own their mistakes and take corrective action as required.This will be a varied and interesting role including:-

• The day to day running of the shifts and the delivery of projects and tasks undertaken in Edinburgh Operations.
• Team performance and project progress.
• Resource allocation and assigning clear responsibilities to supervisors
• Delivering project briefings.
• Support for contact centre agents, arranging coaching and additional training as required.
• Talent spotting, nominating those who could progress to supervisory level.
• Motivating, guiding, training and developing supervisors.
• Difficult conversations with agents.
• Adherence to company policy, industry guidelines and regulations.
• Maintain and improve efficiency of sample and quota management.
• Help identify opportunities for further improvements in work processes and structure.
• Work with the team to systemically improve productivity and quality.

What do I need to bring with meTo be successful in this role you will need the following skills and experience:-

• Strong background in the contact centre environment
• The ability to manage and coach teams and individuals
• An open mind to learning and self-improvement and critique
• The ability to flex your style to cope with the many different personalities in the wider team
• Analytical and problem-solving skills
• Attention to detail in all areas of work
• Ability to work under pressure and remain positive through adversity
• Ability to create an inspiring team environment with an open communication culture
• Excellent Computer Software skills
• A positive mindset towards change and new challenges

About us ...Ipsos is one of the worlds largest market research companies with offices in 90 countries. We are an innovative, entrepreneurial, client-focused organisation, providing research services to over 5,000 clients worldwide. Proudly, we are the only global marketresearch company that is still controlled and operated by market researchers. We aim to be intellectually curious and passionate researchers who set ourselves high standards and aim to work collaboratively to service our clients most effectively.Our culture is unique - we have the entrepreneurial spirit and quirkiness of a small boutique, but we also have the resources, scale and diversity of a large global agency. We have more bright, friendly, hard-working and enthusiastic people, from more backgrounds,with more interests, skills and experiences to learn from. Our values are based on our diverse cultural backgrounds, helping us to be responsive, client-focused and flexible.We are committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We recognise that this is important for our business success - a more diverse workforce will enableus to better reflect and understand the world we research and ultimately deliver better research and insight to our clients. We understand the importance of choice and offer a blended work environment, office and work from home. We also realise you may havecommitments outside of work and will consider all flexible working applications - please highlight what you are looking for when you make your application.If this is what you are looking for from your next role, we look forward to hearing from you!

Keyskills :
Customer ServiceMarket ResearchTeam LeaderTelephone Interviewing