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Team Leader

Job Description

Our client is a global outsourcing business who works with bluechip companies around the world.  With planned expansion at their sites in Armagh and Belfast we have a new position to become part of their growing operational team.

Key Responsibilities

  • Ensure adherence to daily SLA’s by managing productivity, call monitoring, breaks, absenteeism, annual leave etc
  • Provide ongoing feedback to the team on performance measures and results using call monitoring.
  • Lead, motivate and coach teams to achieve optimum performance taking full ownership of Banking Regulation/Compliance where applicable.
  • Act as first point of contact for assigned inexperienced team leader and provide them with training and support in any areas necessary.
  • Support the Unit Manager in any administrative tasks deemed necessary.
  • Step up into the role of UM, should the UM be unavailable.

Essential Skills & Experience

  • The successful candidate will assist in the operational management of the Banking Service Centre by providing excellent customer service and achieving agreed service standards. 
  • Proven experience as a Team Leader with Inbound Customer Centre.
  • Highly motivated individual, with excellent Leadership and People Management skills.
  • Excellent written and verbal communication skills
  • Ability to deliver results within challenging timescales

Ref: 2232


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