Team Leader- Service Desk/Contact Centre
Team Leader- Service Desk/Contact Centre
Competitive Salary + benefits
Milton Keynes
My client is one of Europe's leading independent provider of IT Infrastructure services and solutions and are looking to expand it's team and recruit a Team Leader to work in their Contact Centre in Milton Keynes. This is a great opportunity for someone with people management experience who is either already working in the IT industry and looking to join a market-leader - or who would like to expand their skills and experience and move to a leading IT services organisation.
Roles Responsibilities
As a Team Leader, your role will be split into 2 areas of responsibility:
1. People Management and Development
• Manage the workflow and resources of the team to meet contractual obligations.
• Coach, develop and motivate the team and team members to achieve their full potential.
• Manage the sickness, vacation and training levels within the team in order to optimise productivity and quality standards.
• Conduct and participate in the recruitment, selection and induction process.
• Ensure that all staff comply with all company department and customer policies and procedures, to include being available to help address personal issues that may affect performance at work.
• Develop and agree personal development plans for all staff
2. Operational Management
• Ensure optimal service delivery and that SLAs are constantly achieved.
• Be available to deal with user and customer enquiries and escalations.
• Recommend service improvement activities and assist in their deployment.
• Effectively use Service Support Center’s technology to manage customer satisfaction and quality.
• Establish a thorough working knowledge of contracted service provision agreements.
Key Requirements
Candidates applying should be able to demonstrate the following:
• Excellent management skills, including recruitment and performance reviews
• Experience of managing a large team in a contact centre environment (preferable)
• Experience of working in a stats driven environment
• A strong understanding of resource and SLA management
• The ability to plan, organise and fully utilise internal and external resources
• Excellent communication skills
• Influencing and negotiation skills
• Good written and oral communication skills
• Flexibility and adaptable to change
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