Team Lead, UK

Setting and meeting performance targets for speed, efficiency and quality

Managing the daily running of your team within a busy contact centre environment ·

The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery

Liaising with Supervisors, Team Leaders, team members, Operations Managers, external customers and other colleagues to gather information and resolve issues

Following the Quality Management System, to improve quality and minimise errors

Reviewing the performance of staff, identifying training needs and planning training sessions in collaboration with the customer.

Handling complex customer complaints or enquiries

Organising staffing, including shift patterns and the planning the number of employees required to meet demand

Improving performance by raising efficiency

Managing compliance to HR policies for contact centre staff

Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies currently in place

Lead by example with regards to behaviours acting professionally at all times and driving

Maximus UK culture

Operate within and as a driver of a diverse, inclusive and supportive working environment

Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process ·

Developing constructive and cooperative working relationships with colleagues

Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g. PCI, GDPR, ISO 27001, 9001 and 14001

Health and safety procedures must always be followed in order to control risks to self and others

Ability to build strong relationships whilst working remotely, with strong stakeholder relationships.

Understand and ability to maintain confidentiality.

Excellent interpersonal skills.

Good spoken and written communication skills.

Demonstrates flexibility and adaptability

Ability to influence and negotiate with managers at all levels.

Excellent communication and interpersonal skills

Reflection and analytical skills

Sound decision making with an ability to work pro-actively across the service

Strong multi-tasker, time manager and planner who is able to work well autonomously and as part of a team

Strong analytical skill – ability to interpret and present data to drive improvements across key metrics and objectives.

Hybrid – Office base as Unit 3, in Nantgarw (2 days per week)