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quality control team leader

  • Call Centre
  • Chesterfield
  • £23000 to £25000 per annum
  • Permanent
  • Full Time
  • AS6964
  • 19 Jan 2018
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Quality Control Team Leader
Salary: £23,000 - £25,000
Location: Chesterfield
Full Time, Permanent
Hours: Shifted Between Monday - Sunday 6am-11pm

Are you an enthusiastic and experienced Team Leader? Do you have a quality audit or quality control background and looking for a role within a Times Top 100 company?

The Company

A leading and rapidly expanding group who have benefitted from a string of successive achievements and impressive accolades, including 42 award wins in the last three years alone, a Gold Standard award from Investors in People and Extraordinary status in The Sunday Times 100 Best Company to Work For, for four years running.

Overview:

As Quality Team Leader you will act as a mentor and role model whilst remaining operationally aware of all Group Contact Centre department performance KPIs, working with the management team to make on the day decisions to ensure all targets are achieved and all compliance requirements are met.

Responsibilities:

-To actively contribute and help to deliver the operational KPI`s.
-Accountable for the delivery of SLAs to our customers by operating as a Shift lead on a rotational basis in accordance.
-Proactively responsible for the management at Agent and Team level and contribution to your departments key period performance targets.
-To facilitate and take ownership for situations of customer dis-satisfactions, such as escalated calls on occasion, and to follow through commitments to our customers until resolution.
-To participate in call handling during peak periods of incoming call volumes.
-Assist in supporting and coaching Customer Service Agents, through auditing, coaching and one to one feedback sessions.
-Identifying own development area`s and increasing your knowledge and capability standards for succession.
-Attendance to weekly/daily/monthly Team Meetings, to contribute consistently with ideas for improvement, and actively participate in the AM/PM management daily performance meetings.
-To assist departmental managers, prepare reports and assessments; coordinate, attend and lead team meetings.
-Carry out back to work interviews, follow through with home visits, disciplinary and performance action plans and all required processes as required dependant on the individual circumstance.
-Ensure all Agents skills are maintained and practiced on a regular basis.
-Help the Contact Centre Manager and Management team to evaluate root causes of issues and strive to alleviate such issues from occurring.

Key Skills and Knowledge:

-Excellent people skills, the ability to be verbal and to be visible within the group contact centre environment offering assistance as and when necessary to all members.
-Knowledge to confidently give the correct advice as and when required for the best result.
-Identify and support all Customer Service Agents to ensure best practice is consistent and are carried out.
-Pro-actively support Customer Service Managers and Senior Customer Service Manager to reach defined performance targets.
-Motivate and encourage ideas for improvement from the team.
-Assist the Management team with change initiatives, understanding of process changes
-Contribute fully to achieving departmental response time targets to queries.
-Lives and breathes the V10 values and Customer Charter promises.

The Ideal Candidate

-Previous Team Leading experience
-Experience with quality audit or a quality Control is a must
-Strong people management skills
-A can do positive and engaging attitude.
-Experience motivating a team to achieve personal development goals.
-Staff training

Desirable Skills

-General understanding of the Insurance industry practices and principles, Vehicle and glass practices and principles.
-As and when required be prepared to be involved in projects that will actively contribute to the overall improvement of the Group Contact Centre.
-Existing or previous management skills

What\`s on Offer?

Sal

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