HCLTech
Contact Centre - Team Leader
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Pay: £30,680.00 per year
Job Description:
The Contact Centre provides Inbound and Outbound support for Banking / Finance clients, which includes UK and ROI based customers.
- Manage a headcount ratio of 1-15, working closely with the team to ensure individual performances are in line with client and company objectives.
- Deliver client and company objectives and KPIs in line with client contractual agreements.
- Call Monitoring and feedback in line with agreed quality framework, ensuring volume of calls scored and compliance / customer experience targets are both delivered monthly.
- Managing the floor ensuring consistency, adherence and discipline to company policies and procedures.
- Participate in planning and execution of work for self and team.
- Present team performance to senior stakeholders within the business, including formulating action plans for underperformance at individual and team level.
- Establish and maintain effective work procedures.
- Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge.
- Understand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both a regulated and a competitive market.
- Respond to escalated issues regarding performance and quality.
- Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters.
- Interface and coordinate with various stakeholders, including clients as and when required.
- Manage absence in line with company policies and procedures, ensuring all required documentation is maintained.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Behavioural Competencies:
- Excellent leadership and motivational qualities
- Excellent presentation, design and writing skills
- Strong leadership skills and ability to demonstrate same. Strong negotiation skills gained in a changing environment.
- Proven track record of meeting and exceeding expectations.
- Ability to inspire and support team, customers and colleagues. Able to work on own initiative and manage own time and workload effectively. Confident decision maker, able to work on own initiative.
- Commercially aware, customer centric individual.
- Develop a good working internal relationship with stakeholders. Creative problem solving skills
- Strong attention to detail and quality.
- Self-motivation with positive approach to targets
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Essential Criteria:
- 2 Years Team Management Experience within a Contact Centre
- Full Time & Fully Flexible with Saturday Working Rotational
- 40 Hours Per week
Benefits:
- Casual dress
- Company pension
- Life insurance
- Private medical insurance
Work Location:
In person
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills