Team Leader Leeds, England

Conduent

Full Time Leeds, England 23000 - 26000 GBP ANNUAL Today

Job description

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Do you have a passion for people, the drive to deliver a fantastic customer service whilst monitoring, coaching and supporting your team to achieve KPI targets?

We are looking for Team Leaders to join our Call Centre in Leeds!

Contact - Permanent
Hours - 37.5 per week
Salary - £23,000 - £26,000 (depending on experience)
Opening Hours - 8am – 8pm, Monday to Sunday

The purpose of this job:

Supporting a team of 10-12 Customer Service Representative in our Leeds based Contact Centre. The site delivers services to customers of the Dart Charge Crossing through webchat, customer calls and correspondence channels.

The main accountabilities of the role are:

Deliver one-to-one and coaching sessions
Management of sickness and absence
Consistently display role model behaviours
Performance and conduct management
Chairing team meetings
Contributing to a fun and engaging department

Job dimensions:

Ability to coordinate team efforts to achieve overall company and client goals
Works within established precedents and practices and responsible for team results
Supervises daily tasks of the business and directly impacts the quality of services provided
Supports and trains team members to impact end user experiences
Ability to manage hiring and termination actions and training for multiple employees
Manages performance appraisals and pay reviews for team members
Accountable for functional, operational, and program management
Provides supervision including coaching and quality checks to support associate progress
Solves problems and evaluates possible solutions using past experience

Responsibilities include:

Delivering quality, productivity, and compliance KPI reports
Coaching and providing feedback to team members to enhance performance
Sharing processes and business updates with the team
Supervising the team to identify coaching opportunities
Recommending training interventions when necessary
Outlining best practices for associate growth and improvement
Performing other duties as assigned
Complying with all policies and standards

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.

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