Contact Center Team Leader

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 so senior stakeholders within the business, including formulating action plans for underperformance at individual and team level.
• Establish and maintain effective work procedures.
• Review, a...