Contact Center Team Lead

Job Description:

HCL are currently recruiting for a Team Leader to support contact center based in Belfast City Centre.

The Customer Care Centre provides Inbound and Outbound support for banking operations. This includes contact from both Fixed and Mobile consumer base through both Telephony and Web based contact centre methods Ensure good integration with back office operations for proper execution of end-to-end processes.

• Meet Client and Organization objectives at a center and team level
• Observe individual transactions and monitor to find best practices and improvement opportunities
• Managing the floor ensuring consistency, adherence and discipline
• Participate in planning and execution of work for self and team
• Report performance and escalate problems
• Establish and maintain effective work procedures
• Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge
• Understand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both a regulated and a competitive market.
• Plan and monitor operations initiatives to improve the efficiency and effectiveness of the voice process
• Review and ensure processes are in compliance with internal policies and external regulations.
• Respond to escalated issues regarding performance and quality.
• Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters.
• Interface and coordinate with various stakeholders

Functional Competencies:

• Strong computer literary including MS Office
• High level of written English
• Applicants need to be proficient at typing, with an above average words per minute typing speed

Behavioral Competencies:

• Excellent leadership and motivational qualities
• Excellent presentation, design and writing skills
• Strong leadership skills and ability to demonstrate same. Strong negotiation skills gained in a changing environment.
• Proven track record of meeting and exceeding expectations.
• Ability to inspire and support team, customers and colleagues. Able to work on own initiative and manage own time and workload effectively. Confident decision maker, able to work on own initiative.
• Commercially aware, customer centric individual. Quick learner
• Develop a good working internal relationship with stake holders. Creative problem solving skills
• Strong attention to detail and quality.
• Self-motivation with positive approach to targets
• Flexible with Shifts

Experience:

• Minimum 1 year in Team management
• GCSE or above qualification