Assessment Day - 05 August at 13:30

Candidate – Summary

We are looking for bright enthusiastic individuals who can manage a team by paying attention to detail and broad-brush business issues. Candidates will need to have two to three years’ stable experience of leading or supervising teams in a contact centre environment.

Role Purpose - Summary

The role of Team Leader includes coaching our staff to succeed in their roles using best practice in performance management and monitoring. Our Team Leaders have to be comfortable analysing and acting upon statistical reports as well as maintaining the motivation and morale of their teams.


Main Duties

• To demonstrate company values and business ethics.
• To demonstrate a development culture where teamwork, empowerment and trust are encouraged through coaching, performance measurement and people development.
• To drive improvements in customer service performance, operational measures and productivity.
• To agree and implement development plans with each team member in order to address their development needs to improve skill levels and performance.
• To actively work with others in the business to develop strategies and plans to execute business projects.
• To minimise staff attrition through adoption of communication, staff development and recognition.
• Deputise for the Supervisory Manager when appropriate.


Personal Qualities

• Leadership, coaching and people development focus.
• Effective communication and teams, peers, managers and in virtual teams.
• Analytical skills – we are an organisation that values our KPIs.
• Able to deliver to a very high standard in an environment of rapid change and ambiguity.
• Able to prioritise workload, remain organised while meeting challenging deadlines.
• Able to deliver the performance targets.


Specific Skills

Essential (these will be assessed)
Ability to work in a team
Ability to coach and establish performance improvement criteria

Preferred
Intermediate MS-Excel
Basic MS-Word and MS-Outlook

Debt Free Direct is a subsidiary of The Fairpoint Group