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Team Leader - Operations

Tech Mahindra Limited
Job LocationLeeds
EducationNot Mentioned
Salary28,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Role Overview:As a Team Leader you will be responsible for leading a team of up to 15 customer service agents within the BT Openreach contact centre in Leeds. Your main objectives will be to build effective capability within the team to ensure you deliver against thecontact centre scorecard, whilst continually maintaining all quality and regulatory procedural standards.Role Responsibilities:

  • Lead, develop, coach, and motivate colleagues as people with purpose to ensure they are self-aware and capable of delivering their responsibilities.
  • Driving a team performance culture that has a customer centric ethos focussed on delivering to customer needs.
  • Plan, organise, oversee, and monitor team activities against scorecard objectives, standards, and service levels.
  • Conduct regular 1-2-1 and coaching sessions with individual team members, to ensure they are fully supported to improve and deliver excellent customer experience and support customer needs.
  • Resolve customer complaints and queries escalated from team members, only further escalating critical problems as and when required.
  • Develop team knowledge and understanding of business plans, and current performance, to enable them to contribute effectively to delivering to business objectives.
  • Provide support as required to other teams and Team Leaders to facilitate the effective delivery of operational activities and the swift resolution of any problems or issues.
  • Maintain knowledge of regulatory and legal requirements relevant to the role and team, ensuring that all team members comply.
  • Participate in recruitment activities to ensure the business hire the best talent.
  • Conduct a variety of team leader duties such as performance reviews, disciplinary investigations, return to work interviews etc.
Skills and Experience Required:
  • 2 years minimum proven experience as a contact centre Team Leader, managing up to 15 team members.
  • Demonstrable track record of managing successful teams and developing individual team members through set KPI matrix.
  • Experience in delivering 1-2-1s, return to work interviews, disciplinary investigations.
  • Flexibility to work rotational shifts between the hours of 8am and 5.30pm Monday to Friday (in line with your team rotation).
  • Demonstrable experience in managing team real time data and ability to provide MI when required for your team performance, absence, and manage all triggers associated with company policies.
  • You will be professional and personable and can manage a variety of personalities within your team and drive a positive performance-based ethos.
  • You will lead by example, so your team members see first-hand the right attitudes and behaviours to demonstrate daily.
Training:
  • 3 weeks training Mon- Fri 9am to 5:30pm
Working Hours:You will work 37.5hrs (between 8am and 5:30pm Monday to Friday only)Shifts could either be 8am to 4:30pm or 9am to 5:30pmSalary:
  • £28,000 p/a basic salary
Business Overview:Tech Mahindra are a multi-billion £ company who employ over 125,000 professionals across 90 countries, helping over a thousand customers, including fortune 500 companies achieve excellent customer experience.At Tech Mahindra, a culture of driving positive change, celebrating each moment, and empowering all to Rise drives us to dream, do, and become more. By living our culture, both as individuals and as a team, we establish and advance our presence as a brandthat is global, innovative, and caring. Our culture also leads the way for us to be and become a Company with a Purpose. We try to achieve this by making responsibility personal and adopting sustainability as a way of life at Tech Mahindra.That is the Tech Mahindra way to RISE!What makes a great team A diverse team!We are passionate about finding the right people to join our team and we understand that everyone has specific things they want for their personal and career development, so please do speak to us, and let us know what matters to you!Interested Get in touch with our Talent Acquisition team! We look forward to speaking with you!A job isnt just a job, its who you are!Job Types: Full-time, PermanentSalary: From £28,000.00 per yearBenefits:
  • Casual dress
  • Company events
  • Company pension
  • Employee discount
  • Life insurance
  • Private medical insurance
  • Referral programme
  • Store discount
  • Wellness programme
Schedule:
  • 8 hour shift
  • Monday to Friday
  • No weekends
Work Location: One location

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