£35000 - £40000 Per year
Team Leader
Permanent,Full-time
Job Description
- Maximise business opportunities by building and developing Customer and Client relationships.
- Research, evaluate and analyse trends and feedback, creating a culture of continuous improvement and sharing best practice.
- Complete monthly 121’s with Team Leaders and SME.
- Drive their team’s development through observations and coaching and identifying successors for the future.
- Review daily MI including quality dashboard and trend analysis.
- Supporting the recruitment process.
- Assist in the planning and implementation of agreed process changes and initiatives.
- Conduct training needs analysis (TNA) with the Contact Centre to fully understand the training requirement.
- Following TNA, design new technical training that uses a range of learning styles.
- Implement the Verint E-Learning tool into Contact Centre training.
Required Knowledge, Skills, and Abilities
- Competent in all areas of the training cycle – TNA, Design, Delivery and Evaluation.
- Experience in people management.
- Experienced at creating E-Learning and classroom-based training material.
- Able to communicate effectively with a wide variety of stakeholders.
- Able to manage own workload.
- Proficient in Word, Excel, PowerPoint, and Outlook.
- Flexible to work across UK office locations on occasion.
- Knowledge of financial industry (desirable).
- Regulatory – exercise due care and diligence; uphold responsibilities for risk and business continuity; comply with regulatory regimes with consideration given to Client Asset, Data Protection and Financial Crime Prevention regulations.
- Quality – be quality driven aiming for 100% accuracy and timeliness of delivery; effectively plan the way services are delivered; continuously review processes and practices and act as a catalyst for change and improvement; communicate and promote company values which reinforce and support consistent quality culture.
- People Management – communicate openly and honestly with their team; be fair and consistent; be accountable for your own actions and action of the team; support the team’s growth and champion professional development.
Reference no: 99472