Team Leader - Contact Team

CONTACT CENTRE TEAM LEADER NEEDED FOR PARTNERSHIP WITH THE BRITISH ARMY IN UPAVON, WILTSHIRE.

We are one of the largest British companies in the world and are proud to be the number one provider of business process outsourcing in the UK. We provide highly renowned services and solutions to a variety of sectors and due to our most recent and exciting partnership with the MOD, we are looking for a range of CONTACT CENTRE TEAM LEADER to join our team in Upavon on a long term contract.

OVERVIEW

As a Team Leader you will manage a team of around 10 - 15 National Recruiting Centre staff, ensuring that they have the focus, skills and motivation to consistently achieve the quality and quantity targets for your section.

SOME OF THE KEY RESPONSIBILITIES OF THE ROLE WILL BE:- - Leads and inspires their team to achieve targets
- Monitor all aspects of team performance (including: call handling, email and web chat responses, adherence to policy and procedure, candidate satisfaction, interaction with staff, volume) and take appropriate action.
- Motivate and inform team through briefings, meetings, one-to-ones etc.
- Coach team members to improve performance and develop new skills.
- Performance management of the individuals within their team
- Monitors all aspects of team performance and takes appropriate action
- Runs team meetings and keeps team informed

ESSENTIAL SKILLS:

- An appreciation/previous experience of working in a Contact Centre in a supervisory role
- Expected to manage the performance of the Contact team every 1 in 3 weeks
- Operate a 3 week shift pattern which requires working one early (ready to deliver the morning huddle at 8.45), one late (finishing at 7.00pm - starting at 10.45), and one "middle" shift (any hours between 8.30 - 7)
- Working 1 weekend in 3 (10 - 4) and having a day off in lieu during the week.
- Driving through process improvements within the business area
- Developing and managing team member

DESIRABLE:

- Familiarity with the Army from a personal or family-link perspective

This is an opportunity to work for a highly credible organisation and a leader in the RPO/BPO industry.

IF YOU FEEL YOU HAVE THE SKILLS DETAILED ABOVE AND IS LOOKING FOR LONG TERM CAREER PROGRESSION AND DEVELOPMENT, DON'T HESITATE TO APPLY TODAY.

THE SUCCESSFUL APPLICANT WILL BE SUBJECT TO A CRB AND CREDIT CHECK ALONG WITH SECURITY VETTING CLEARANCE.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.