Team Leader - Banking
Antrim, Antrim, United Kingdom
Job type: fulltime
Job industry: Call Centre / CustomerService
HOURS: 40 Hours Per Week on average
OPERATIONAL HOURS: 7.00am to 11.00pm (Monday to Sunday)
SALARY: Day Service Team Leader - £20,860 per annum
The successful candidate will be based in Danesfort, Stranmillis Road, Belfast.
The jobholder will report to an Operations Manager
The role of Team Leader is to manage, inspire, motivate and support a team of CSAs in the delivery of an exceptional customer experience by efficiently dealing with customer queries, resolving them first time and actively selling and promoting products and services at every opportunity. Acting as an ambassador, be the voice of the customer and the advisor, in continually developing the customer experience through challenging and improving working practices, management support and processes.
-A minimum of 2 years experience managing a team of people who undertake customer service, account management and sales through service/real-time marketing activities in a contact centre environment.
-Banking/financial services experience preferable but not essential.
-Excellent telephone manner and / or experience of dealing with customers face to face.
-PC literate and good keyboard skills.
-Good listening and verbal communication skills.
-Analytical, simplifies complex and ambiguous matters; thinks laterally and creatively; displays sound judgement and resolves problems.
-Able to analyse, interpret and communicate complex problems in numeric data.
-Experience of dealing with conflict with subordinates, peers and line managers.
-Projects confidence that people and performance issues will be dealt with promptly and efficiently.
-Good working knowledge of Contact Centre operations, technology and telephony routing
-Highly numerate and analytical
-Able to think laterally to consider options which will optimise the requirements of both the Business & the Client
-Strong influencing skills
-Excellent attention to detail
-Strong leadership and people development skills
-Ability to work in a pressurised, changing environment
-Flexibility to work out of core hours e.g. evenings and weekends to meet business needs