Team Leader - CALM

Key Responsibilities



* Setting and meeting performance targets for speed, efficiency, sales and quality


* Managing the daily running of your team within a busy contact centre environment


* The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery


* Liaising with Supervisors, Team Leaders, team members, Operations Managers, external customers and other colleagues to gather information and resolve issues


* Following the Quality Management System, to improve quality and minimise errors


* Reviewing the performance of staff, identifying training needs and planning training sessions in collaboration with Support Services team


* Handling complex customer complaints or enquiries


* Organising staffing, including shift patterns and the planning the number of employees required to meet demand


* Improving performance by raising efficiency


* Managing compliance to HR policies for contact centre staff


* Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies currently in place


* Lead by example with regards to behaviours acting professionally at all times and driving


* Maximus UK culture


* Operate within and as a driver of a diverse, inclusive and supportive working environment


* Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process


* Developing constructive and cooperative working relationships with colleagues


* Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g.

PCI, GDPR, ISO 27001, 9001 and 14001


* Health and safety procedures must always be followed in order to control risks to self and others

Qualifications & Experience:


* Experience in a similar role delivering a telephone and / or online based service


* Experience of supervising and leading a tea


* Experience of coaching & developing staff


* Experience of delivering session support and managing safeguarding concerns


* Experience of and ability to produce detailed reports including statistical analysis


* Ability to act and plan at an operational and strategic level


* Proficient in the use of Microsoft Office applications


* Experience using data to influence and drive change


* Willingness to work flexibly, at short notice

Individual Competencies:



* Ability to build strong relationships whilst working remotely, with strong stakeholder relationships.


* Understand and ability to maintain confidentiality.


* Excellent interpersonal skills.


* Good spoken and written communication skills.


* Demonstrates flexibility and adaptability


* Ability to influence and negotiate with managers at all levels.


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