• Permanent
  • Glasgow

CCA are delighted to be supporting our client with the appointments of a Team Manager from either FS, Collections or Outsourcing sectors.

My client is a contact centre business offering a range of financial services across various sites. Working on behalf of banking, utility, telecoms and retail finance companies.  

The Team Manager role will involve you taking responsibility for 2 Team Leaders and 30 Agents. Responsible for leading the Team Leaders to ensure business requirements are delivered to plan, including compliance, commercial, operational efficiency targets and managing in accordance with the company competency framework, policies and procedures.

In this post you will be responsible for the delivery of department SLAs, ensuring that all compliance, commercial and efficiency targets are met or exceeded. Identify TL and agent performance versus targets; guiding the coaching work of the TLs and translating these into appropriate performance appraisal feedback, development plans or formal procedural action and execute these actions. Understand the compliance and conduct risk obligations of the 1st line of defence and ensure these are implemented within all activities.

Maintain expected team standards and ensure best practice people management by conducting all people management related activity, including disciplinary hearings, attendance reviews, return to works, flexible working requests and performance improvement activity in accordance with Company policy. Responsible for working proactively and constructively with other company stakeholders to establish and maintain department compliance, performance, policies and procedures whilst shaping a ‘can do’ culture within the TL management team.

The preferred candidate will have a proven track record of team leadership, coaching and performance delivery in a contact centre role, ideally within an outsource environment. Proven track record of delivery and experience of inbound and outbound collections (preferably in either banking, utilities or telecoms) and familiarity with customer and regulatory processes. Ability to communicate and influence with gravitas at all levels within the organisation, experience in leading meetings with a junior management team and stakeholders and represent the company in interacting with clients or external third parties. Passionate about delivering the right outcome for the business, client and customer and the proven ability to inspire this in others. Passionate about creating the right employee experience through role-modelling positive management culture, managing effective performance, maintaining excellent behavioural standards and effective communication models and proven ability to deliver this. Commercially aware, possessing sound business acumen and the ability to analyse and interpret data. Ability to work on own initiative and as part of a team with proven ability to innovate and deliver change. Ability to use Microsoft Office.

To apply forward your CV to CCA we will contact you as soon as possible.

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