Team Leader
Sunderland

We are looking for a Team Leader to manage, coach and develop a highly focused team in achieving and exceeding business objectives & operational standards.

 

SKILLS/KNOWLEDGE:

  • Relevant retail financial services contact centre experience in a management role with a successful track record of delivering business results.

  • Excellent coaching, motivation and development skills.

  • Appropriate knowledge of relevant legislation and regulatory obligations.

  • Good decision-making and problem solving skills.

  • Good knowledge of people management practices and procedures.

  • Flexible and able to work in a highly pressurised environment.

  • Understanding of relevant operating procedures and systems.

  • Knowledge & understanding of telephony within a customer services environment.

  • Excellent communication skills.

  • Self motivated and able to guide the team using own initiative.

  • Commercial awareness.

  • Good knowledge of people management practices and procedures.

  • Comprehensive people leadership/management skills.

•  Multi-channel and crossover of work (telephony and administration) operational management

•     Working and achieving SLA’s in Telephony, administration, Quality Assurance

•     Working within mandates

•     Coaching and development to succeed

•     Client relationship experience preferential

•     Understanding of Mortgage application processes

•     Being a part of a new team and building the operation

•     Ideas driven and examples of process improvement