Vacancy details

This vacancy is now closed

Vacancy title
Team Lead_Nightshift
Ref
44944
Function
Customer Service
Location
UK | Edinburgh
Required language
English
Contract type
Permanent
Employment type
Full time
Closing date
14/11/2019
 
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Description

“The greatest leader is not necessarily the one who does the greatest things. He is the one that gets the people to do the greatest things.” – Ronald Reagan

Are you a “people person”, an excellent communicator who masters the art of motivating a team in order to achieve specific goals? Are you both performance and people oriented, believing that in order to attain great results, the leader must be an inspiration for the entire team?

If your answer is yes, then we’d like to challenge you to put your Team Lead skills into practice within our Global Organisation.

What does the job involve:

  • Managing and motivating a diverse team to commit to common goals and objectives;
  • Monitoring, coaching, training and calibrating the team members, depending on current requirements;
  • Communicating the performance goals and measures to staff and providing regular and constructive feedback via PEP (Performance Empowerment Programme) feedback sessions and Performance Reviews, in line with agreed processes and timescales;
  • Communicating the company policy and procedures to staff and ensuring that everyone adheres to them;
  • Identifying any staff training needs and implementing them;
  • Providing counsel in cases of performance or conduct issues and, in conjunction with the HR department, taking appropriate disciplinary action when required, in line with the company policy;
  • Ensuring that the team has the knowledge, skills and equipment required to carry out their function effectively and efficiently and escalating any related issues when appropriate;
  • Direct involvement in recruiting compatible staff to the team, including conducting interviews and liaison with the recruitment agency;
  • Developing and implementing employee work schedules, including breaks, holidays and off-line times;
  • Solving escalations which occur in line with agreed procedures;
  • Meeting or exceeding account performance measures (e.g. abandon rates, average talk times etc. for the team);
  • Ensuring client satisfaction on quality and service levels.

 

What do we offer:

  • Perks of working with us: a great employee benefits scheme that works with the best UK retailers;
  • Learning and Development courses;
  • Career growth opportunities within the account;
  • Monthly incentive prizes;
  • 40 hours contract – nightshift hours.

Role requirements:

  • Fluency in English, both written and spoken;
  • Higher National Diploma or equivalent qualification/experience;
  • Excellent communication skills, both written and verbal;
  • Team management and interpersonal skills;
  • Reporting and analytical skills;
  • Ability to identify problems, collect data, establish facts and draw appropriate conclusions;
  • Proficient with spreadsheets and word processing software;
  • Ability to handle crisis situations;
  • Knowledge in BPO and customer experience fields;

Previous Team Lead or management experience

 

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