NOWTV Team Leader

The CEL role is vital as we rely on our CEL`s to motivate our front line CEA`s, so that we deliver consistent high performance to support the client`s brand and reflect the values of both our organizations. Location: The successful candidate will be based at our delivery centre in Olivetree House, Belfast. Reporting relationships: The jobholder will report to the Operations Manager onsite. Job Purpose: As a Customer Experience Leader within our Service department, you`ll help engage, motivate and inspire your team to always give their very best. You`ll also be there to provide guidance to those who need support and to celebrate everyone`s success. Under your exceptional leadership, your team will have what it takes to understand our customer`s needs and be able to match those needs to our fantastic services. They will be able to hold conversations that add value through service - and, most importantly, exceed customer expectations. Enabling every Advisor in your team to have the right blend of skills through coaching and continuous development will be something that you are passionate about and will have previous experience of. It`s important to us that you have previous leadership experience Above all though, you`ll get a real sense of pride from watching your team flourish in a driven environment and demonstrating Now TV behaviours everyday on every call. And, just as importantly, you`ll pride yourself on delivering what you`ve promised - enjoying the sense of ownership you`ll have from taking responsibility for delivering your own KPIs. Job scope: CELs will form part of the Operational team handling customer care, and Technical Support 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 experience and participate in the development and management of a call quality monitoring programme -Review and measure performance in line with targets -Conduct monthly call coaches and Balance Scorecards, providing feedback to agents ensuring all team member using `Performance Improvement Plans` where necessary -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, through our NowTV brand values: - All Action, Full of fun, Extra Easy and super smart -To develop a culture of working together to help us achieve the best results -Ensure daily and monthly team targets are met -Analyse working practices to identify best practice and develop new methodologies to improve productivity and service delivery, in conjunction with other CEL`s. -Actively manage attendance to exceed target of 95% and comply with absence management policy to ensure operation is not adversely impacted, through completing return to work interviews and recorded discussion -Liaise with Human Resources on any Employee Relation issues, working to resolve minor issues informally -Update attendance tracker daily and provide timely payroll reports including overtime and sickness -Ensure all new processes and products are accurately and clearly communicated to agents -Provide necessary management information -Assist in supporting other teams when required -Complete adhoc tasks as and when required THE PERSON 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. -1 year`s Management Experience of a team of 10 people of who undertake customer service/technical support, account management. -Excellent telephone manner and / or experience of dealing with customers face to face. - Ability to provide regular relevant feedback directly to client -PC literate and good keyboard skills. 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. Make decisions regarding operational activities, reducing any potential risk to the customer, client and our ability to meet contractual Service Level Agreements (SLAs). Analyse working practices to identify best practice and develop new methodologies to improve productivity and service delivery, in conjunction with other Team Leaders. 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. Review and interpret management information in order to understand how the designated team and team members are performing; provide positive feedback where appropriate and develop training plans to address under-performance.