The voice of contact centres and financial services

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Job Title: Team Leader: Eon

Salary: Competitive

Employer: Firstsource

Location: Cardiff

Job Category: Team Leader/Manager

Contract Type: Full-time

Job Description

Firstsource Solutions have been providing innovative, customer-centric Business Process Management (BPM/BPO) solutions to the world’s leading organizations – across the Telecommunications & Media, Banking & Financial Services, Insurance, Healthcare and Publishing industries.

We’ve been doing this for over a decade; along the way, we’ve developed in-depth business domain knowledge and insight. We leverage this insight to make your complex business processes easy, efficient, and effective. And that’s our brand promise – Business Process. Simplified.

At Firstsource, we move the needle from being an outsourcing company to a trusted business partner – by keeping our focus on delivering value. The emphasis is on improving customer experience, simplifying business processes, increasing productivity, and creating a positive revenue impact.

The Welsh Team has been awarded many accreditations including:

•Outsourced Contact Centre of the Year 2018 (WCCF)
•People Engagement 2018 (WCCF)
•Most Diverse Workplace 2017 (WCCF)
•Investors in People – Gold standard.


The successful candidate will be based at our Cardiff Contact Centre

Reporting Relationships:The jobholder will report to an Assistant Contact Centre Manager

Job Purpose:

To manage, inspire, motivate and support a team of Advisor’s in the delivery of an exceptional customer experience by efficiently dealing with customer queries, resolving them first time. Acting as an ambassador, being the voice of the customer and the advisor, in continually developing the customer experience through challenging and improving working practices, management support and processes.

Job scope:

TLs will form part of the Operational team handling customer care, and Sales queries where the processes have been optimised.

Key Accountabilities:

•Provide direction, leadership, inspiration and motivation to team members.

•Coach and mentor team members in the principles of providing excellent customer service and participate in the development and management of a call quality monitoring programme.

•Assist team members to resolve customer problems where their knowledge or confidence is lacking, so they may attain the skills and knowledge to handle such matters without aid.

•Lead by example, be approachable, and demonstrate a “can do” attitude, to develop a culture of working together to help us achieve the best results.

•Work to targets (e.g. quality of handling customer contacts); able to manage own time and prioritise tasks to meet and exceed these targets.

•Undertake regular “one to ones” with direct reports; provide feedback on how they are performing and how they may improve performance and contribution.

•Set objectives for direct reports that are measurable and review progress as part of performance management / employee development programme.

•Manage attendance to exceed target of 95% and comply with absence management policy to ensure operation is not adversely impacted.

•Ensure colleagues are thoroughly briefed and trained prior to the introduction of new processes and products so they have the confidence to provide customers with accurate information.


Experience & skills:

•Hands-on experience of working in a contact centre environment is desirable, but experience of dealing with customers in other demanding environments (e.g. retail. leisure, etc) would also be applicable.

•One or more years’ experience of managing a team of people who undertake customer service/sales.

•Excellent telephone manner and / or experience of dealing with customers face to face.

•Good listening and verbal communication skills.

•Analytical, simplifies complex and ambiguous matters; thinks laterally and creatively; displays sound judgement and resolves problems.

•Experience of dealing with conflict with subordinates, peers and line managers.

•Projects confidence that people and performance issues will be dealt with promptly and efficiently.

Personal Qualities:

•Passionate about delivering exceptional customer service/sales techniques.

•Results driven and commercially aware.

•Excellent verbal communication skills; good listener who is able to understand
customer needs.

•Conscientious and reliable individual who is self motivated.

•Friendly personality that will lead by example; shows confidence and pride in delivering excellent service.

•Enthusiastic with positive attitude to work; unafraid to challenge the status quo but risk aware; willing to add extra value to the service provided.

•Can do attitude.

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