Team Leader
Permanent,Full-time
Job Description
- To support and motivate members of your team using performance management tools, personal objectives and KPI’s.
- Collaborate with operational managers to establish procedures and processes that will manage customer service standards at a level required by the business.
- Assess customer contacts in line with the Quality Assurance Programme.
- Maintain accurate and robust management information which can be easily shared and used to drive service improvements
- Use MI to analyse and identify performance trends and gaps and develop associated improvement plans alongside the relevant Operational Management team
- Ensure you are kept abreast of regulatory, procedural and/or product changes that may impact a voice contact and have a bearing on the Quality Assurance Programme.
- Highlight any issues that arise which could impact our ability to operate within our regulatory guidelines and the Company’s internal procedures
- To arrange and facilitate calibrations sessions with operational managers and assessors to check understanding and maintain consistency across all team members
- To manage sensitive business and employee information appropriately and confidentially
- To act with integrity, due care, skill, and diligence
- To be open and honest with our regulatory body
- To pay due regard to the interest of customers and treat them fairly
Required Knowledge, Skills, and Abilities
- Excellent communication and influencing skills, both written and verbal
- Excellent planning and organisational skills
- Computer literate with good Excel, Word and PowerPoint skills are preferrable
- Previous experience of working with Evaluating Platforms would be beneficial
- Good analysis and statistical collation skills
- Ability to communicate at all levels
- Ability to motivate and influence people
- It is also essential to have good numerical skills and an understanding of statistics
Reference no: 99540