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NRCS Team Leader in Bingley at Computershare, Inc

Date Posted: 8/7/2018

Job Snapshot

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Job Description

Contact Centre Team Leader
The main purpose of this opportunity is to deliver excellent customer service and exceed business targets through highly Customer focused team(s), balancing people and technical skills with the ability to achieve results. You will be improving business performance by adopting Customer Operations management methodology, principles and practices and meeting the business and operational objectives of your unit.
Team leaders are responsible for managing people, customers and their team processes. They are also responsible for managing process improvement, managing the change and managing the performance of their units in conjunction with a more succinct support and governance service.
Main Responsibilities
  • Motivate and inspire team members through promoting a positive working environment to enable team to achieve business targets and personal goals
  • Continuously ‘manage up’ team performance and conformance whilst driving business and team improvement
  • Work in partnership with the coaching community and improvement team to maximise individual talent and potential
  • Promote positive customer perceptions and customer experiences delivering the service proposition and achieving customer satisfaction
  • Facilitate change through personal commitment and ownership of organisational initiatives and local improvement ideas
  • Develop Continuous Improvements focused on cost benefits and enhancing the customer experience in conjunction with Improvement Manager
  • Maintain appropriate level of functional and technical expertise and knowledge of products and services
  • Act as first stage of escalation for technical queries and complaints
  • Manage budgets ensuring costs are effectively managed
  • Pro-actively manage, report and mitigate risks
  • Identify training and coaching needs with Support services
  • Provide effective communication to all team members through one to one feedback sessions and regular team briefings.
  • Evaluate performance metric reports on team measures and use Mi and performance information to drive intervention and improvement
  • Recognise and reward behaviours performance and outcomes
  • Collaborate closely with the Process Coach and help reinforce process compliance especially following process changes
  • Manage effective recruitment, induction, disciplinary processes & employee administration
  • Own the performance of your unit and run the teams as a small business for the benefit of the Group's strategic aims
Who are we looking for?
  • Strong experience of working within a financial services organisation or customer environment
  • Good knowledge of people management practices and procedures, including Operating principles and methods
  • Knowledge of products and services
  • Understanding of the work processes and systems
  • Excellent communication skills
  • Excellent people leadership skills
  • Able to facilitate change
  • Interviewing and appraisal skills
  • Good decision-maker
  • Flexible and able to work in a highly pressurised environment
  • Good knowledge of people management practices and procedures.
  • Comprehensive people leadership/management skills.

What's in it for you?

At Computershare we recognise the importance of personal and professional development and are prepared to invest in it. We call this our Advantage provision – helping you to learn, develop and advance.
As a leader within our business you will have access to our Dynamic Leadership provision which provides you with a range of on going development options including:
  • Leadership Workshops & Events
  • Online Tools, Videos and Guidance
  • Independent Coaching & Mentoring
  • Professional Development
If this sounds like it could be of interest we would love to hear from you!