Team Leader

Position Overview

The Call Centre Team Leader is essential to the daily success of operations at the City Finance Call Centre. Supporting the Operations Manager, the Team Leader helps manage workflow, lead the team, and deliver high-quality service in alignment with City Finances values and expectations.

This role requires a combination of professionalism, autonomy, leadership, and the ability to thrive in a fast-paced environment. Success in this role relies on strong interpersonal skills, attention to detail, and a proactive mindset.

Roles & Duties

• Assist the Operations Manager with daily supervision of the team.
• Coordinate and manage team schedules, including lunch breaks and short breaks.
• Provide assistance to team members by responding to queries via phone, Microsoft Teams, or in person.
• Evaluate call quality, communication skills, and review phone recordings for quality assurance.
• Conduct live call monitoring and offer real-time coaching to improve performance.
• Monitor and ensure the achievement of individual and team Key Performance Indicators (KPIs).
• Manage escalated customer issues, ensuring timely resolutions and providing updates to the Operations Manager when necessary.
• Assist Operations Manager in completion of internal projects and general administration tasks, ensuring timely completion.
• Update status reports regularly and provide analysis and feedback on team performance to the Operations Manager.
• Ensure all team members follow established procedures, policies, and company guidelines, while supporting the smooth implementation of new initiatives.

Key Performance Indicators (KPIs)

• Team Performance: Lead and coach the team to consistently meet or exceed KPIs for call handling, customer service, and collections.
• Call Quality & Coaching: Review call recordings and conduct live monitoring, providing feedback and coaching for continuous performance improvement.
• Customer Satisfaction: Resolve escalated issues promptly to ensure high customer satisfaction.
• Metrics Achievement: Meet key performance metrics across reception and collections, including call resolution, recovery rates, customer engagement, and response efficiency.
• Compliance & Accuracy: Ensure adherence to company policies and regulatory requirements, maintaining operational accuracy.
• Team Collaboration: Promote a collaborative and proactive team culture, fostering problem-solving and knowledge sharing.

Behaviours

• Professionalism
• Reliability
• Effective communication
• Proactivity
• Accountability
• Respect
• Self-improvement

Software Packages

• Office 365
• 3CX Phone System
• Salesforce
• HubSpot