Contact Center Team Lead

• Uses and displays in depth knowledge of the financial services industry and provides a technical reference point for the team and other departments
• Identify areas of risk within the department and liaise with management to offer and implement appropriate resolutions.
• Ensure the team meet regulatory, legislative and company standards
• Supervise the teams inbound call queues and outbound call queue by effective workflow management, whilst also achieving agreed Service Level Agreements and implementing agreed changes
• Ensure through robust capacity planning that suitably trained team members are in place at all times and are allocated to deal with anticipated volumes
• Deal with manager call back requests in a timely fashion
• Maximise productivity and utilization, whilst also meeting agreed quality standards
• Day to day management of the performance of individuals within the call centre
• Set team/individual objectives and follow up with 121s and bi-annual appraisals
• Provide effective training and support to colleagues with regard to development and changing practices
• Ensure cross training to eliminate key dependency
• Produce and analyse weekly and monthly MI
• Understand root causes of complaints and breaches through investigation and provide feedback to individuals or the team.

Control

• Assist Contact Centre Manager to ensure audit activity is fully supported and actions completed within timescales
• Comply with all HCLIBS policies and procedures
• Comply with HCLIBS Management Standards

Reporting to

• Contact Centre Manager

Accountability

• Daily oversight inbound call queue and outbound work queues
• Delivery and maintenance of robust capacity plans
• Performance management of team

Salary: GBP 36000 - 60000 per year