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 team 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 Reflection and analytical skills Sound decision making with an ability to work pro-actively across the service Strong multi-tasker, time manager and planner who is able to work well autonomously and as part of a team Strong analytical skill – ability to interpret and present data to drive improvements across key metrics and objectives Salary Minimum Salary £30,000.00Maximum Salary £30,000.00 EEO Statement MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. We are a Disability Confident Leader and will provide reasonable adjustments where required. #J-18808-Ljbffr