Team Leader

Arise Europe is currently seeking to appoint a Team Leader to join a busy team.

This is a full-time permanent role. We are looking for someone who has a passion for leading and motivating their team and driving strong performance results against specific KPI’s.

The ideal candidate will actively support our expanding organisation by leading by example and demonstrating proactive and people-focused best practice. The successful candidate will be supported by a Subject Matter Expert (SME) and a Quality Auditor (QA).

Currently, the position is remote working and is envisaged to be a hybrid role.

What we can offer you

• Salary that recognises experience of individual
• Private Health Insurance post probation review
• Employee Assistance Programme (EAP)
• The opportunity to work with a team of dedicated professionals

• Responsibilities
• Ensure the smooth running of the day to day operation, including hour-by-hour assignment of activities to Contact Centre Agents.
• Work closely with the client and stakeholders ensuring to maintain the client relationship with a partnership approach.
• Supporting the team during high volume periods by assisting with work load where appropriate.
• Lead, coach and develop the team, to deliver and maintain an exceptional level of competence.
• Delivery of contractual and department KPI’s which is Priority 1 within the role including a key focus on Service Level performance and management.
• Identify skills/knowledge gaps within the Team working with SME/Quality Auditor and Learning and Development Manager to drive the Team’s training plans.
• Where required, support HR in the recruitment process to employ high calibre employees within resource requirements.
• Provide oversight and direction to employees in accordance with the organisations policies, procedures, standards and SLA’s.
• Hold regular 121’s with direct reports ensuring that feedback is provided in a constructive way whilst working with the employee to facilitate personal development.
• Working with the HR Manager to develop a culture of performance management, improvement and appraisal, managing the team HR issues including monitoring, absenteeism, capability and disciplinary issues.
• Represent the Team in the wider business through engagement with key stakeholders.
• Complete contractual reports within agreed timeframes.
• Prepare and compile Monthly and Quarterly Business Review Decks and maintaining the Action Log from said Business Reviews.
• Sustain high performance levels in a fast paced and dynamics environment

Requirements and Competencies

• Minimum 1 year experience in a Contact Centre Environment.
• Minimum 1 year experience in a Leadership Role.
• Track record of performing to a high standard, meeting agreed targets and deadlines.
• Approachable with excellent rapport building, engagement and conflict resolution skills.
• Excellent communication, consulting, influencing and interpersonal skills.
• Exceptional customer service skills with a proven ability to manage professional relationships.
• Talented leader with track record of managing performance within a team.
• Highly organised with excellent attention to detail whilst balancing a very busy priority list.
• Intermediate to advance Microsoft outlook, PowerPoint, excel and word ability.
• High level of drive, self-motivated with a positive can-do attitude.