Team Leader

Team Leader

Role Description

The mission of the team seeking this role is to provide world-class support to customers of a well-known global banking platform. This will be achieved through continuous learning, focused problem-solving, and the resulting provision of consistently high-quality customer experiences.

The Team Leader will play a critical role in service delivery, with responsibility for building and developing a team of Customer Operations Specialist (COS) to achieve the above outcome, with a very strong focus on individual coaching.

The Team Leader will be an integral contributor to the team, will be working within and promoting the Company Values – Be Brave, Be Wise, Be Proud and Exceed.

Key Responsibilities

· To directly coach and manage a team of COSs in line with company and client requirements.

· To ensure adherence to agreed processes and policies within the allocated team, for assurance of high-quality servicing.

· To motivate the team to provide best-in-class service, developing and maintaining a positive working environment for the team, based on open communication.

· To contribute to positive Client Relationship development through positive operational intent and strong results-orientation.

· To operate with honesty, integrity and transparency in all aspects of the work.

· To oversee team and individual performance through continuous engagement with dedicated Quality Analysts (QAs), and be accountable for team performance development.

· To carry out frequent, targeted coaching based on issues/trends notified, providing constructive feedback and learning opportunities in order to ensure that agreed Service Levels are being met

· To ensure COSs receive all appropriate training, both initially and on an ongoing basis.

· To handle queries, issues or complaints that have been escalated from the team, in line with the processes agreed with the client.

· To seek out opportunities for continuous improvement.

· To carry out any administrative or managerial functions in an accurate, diligent and timely manner.

· To maintain team staffing levels in accordance with ongoing servicing requirements (daily scheduling, scheduling of annual leave, flagging recruitment needs…)

· To participate in internal & client reporting, as required.

· To carry out all aspects of People Management including initiation of any necessary Performance Improvement Planning, management of attrition, time and attendance, recruitment, training, retention and employee experience initiatives, reporting.

· To carry out any other ad hoc duties that may arise during the development of the role or operation, including the processing of tickets during any downtime.

Essential Competencies:

The suitable candidate must have a deep-rooted passion for delivering success. The suitable candidate will have formidable experience and working knowledge of:

· Evidence of enhanced results through individual and team coaching.

· The confidence and personal strength to lead and motivate others

· Being an inquisitive problem-solver who 'gets ahead' of potential issues.

· An ability to drill into detail, while never losing sight of the bigger picture.

· Quantifiable personal and/or team successes in the past

· Conscientiousness, and the ambition to participate in the development of a successful operation.

· An ability to see the 'client view', understanding the impact of the work on the development of the relationship.

· Willingness to be flexible in their work, and adaptable to a range of activities on any given day.

· Ability to efficiently work to specified project delivery deadlines

· Strong communication & interpersonal skills, attention to detail, team player, time management skills and flexible and innovative.

Requirements / Experience:

· Third-level qualification in business or a related field

· At least 1 year of contact centre experience in managing a team

· Fluent in English with strong verbal and written communication skills

· Proficient in Microsoft Office, especially Excel and Outlook

· Strong performance drive and commitment to excellence

· Excellent analytical and decision-making abilities

· Adaptable to fast-paced, dynamic environments

· Proven ability to collaborate across teams and deliver results

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