Team Lead

Job Description
Contact Centre Experience is a MUST
Location: Birmingham -Office Based
Role Title: Team Leader
Working Hours: Business hours for this role are between 7am and 12am, Monday to Sunday
Job description
You’ll be responsible for leading the performance of a team of customer service agents. We will provide the industry leading training and environment that will equip you with the necessary skills, knowledge and qualitative approach to delivery, in all that you do.
All that we ask in return is that you always strive to do your best, which you immerse yourself in our client’s brand and most importantly you are always honest, open and transparent with our customers.
Key Tasks
Responsible for the ongoing coaching & development of all team members, ensuring that everyone is equipped with the necessary knowledge and tools to succeed.
Continually look to improve customer satisfaction and minimise customer dissatisfaction
Immerse and engage your team in both the vision and values of your associated Client’s brand.
healthy staff retention rates through effective management and ongoing team member development, whilst creating an environment that rewards, recognises and encourages success at every level.
Adhere to all quality procedures and associated time frames.
Maintain effective relationships with service colleagues and key stake- holders to ensure the effective delivery of services.
Maintain and develop a thorough and up-to-date working knowledge of the Clients services, including procedures, guidance and legislation to deal with enquiries
Key Competencies
Act as a mentor and coach the team
Manage the quantity and quality of the teams work
Manage all team activities
Knowledge
Minimum of one year’s relevant supervisory experience in the financial industry
Previous experience of providing the effective planning, organisation and development of a team
Experience of delivering individual/group coaching to improve professionalism and overall metrics
Motivate, develop, coach, train, induct employees to set performance standards, recognise achievement and deal with performance issues
Experience of working within a contact centre environment
About Firstsource
Firstsource is a people-centric company and a great place to work. At Firstsource, we have a professional, high performing and vibrant work force. Our values are integral to our success, and they are what differentiate us from the rest. Serving over 100 global clients – from multiple delivery centers and in various languages – we are supported by a 26,000+ global workforce in India, Philippines,USA and UK.
With more than a decade in the BPO industry, Firstsource has shown consistent year-on-year growth. We have weathered economic downturns and come out of these even stronger – thanks to our sound management and clear objectives.
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