Customer Operations Team Leader

Job Details

Description

• Managing the operation and supporting development of your direct reports. Conducting all aspects of people management from setting targets to absent management and assisting with recruitment, helping to support the wider Global teams.
• Taking ownership and responsibility for leading excellent service, delivery of department KPI’s. Review and analyse performance and liaise with relevant key stakeholders.
• Empowering your team to provide a best-in-class experience by embedding quality and service standards. Analysing and resolving deficiencies, identifying trends, and recommending continuous improvements to the service offered to our players.
• Understanding and ensuring staff are compliant with local, company, and UKGC policies and procedures.
• Optimizing work processes and exploring effective and efficient ways of working, with a continuous focus on performance. Making sense of complex, high quantity information to effectively solve issues or gaps within the department.
• Recognising key motivators in the working environment. Support your teams personal development to meet both employees' career goals and business objectives.
• Ensuring employees experience a working environment where they can voice questions or suggestions for open discussion. Provide support and coaching, and treat all team members fairly, equally and with respect.
• Working collaboratively with Operations Manager and Key Stakeholders, build relationships and drive our culture amongst your team.

• Have experience managing a team in a fast-paced call centre environment. Experience conducting disciplinaries, 121s and coaching sessions, and setting targets.
• Possess excellent influencing and leadership skills to achieve team and departmental objectives.
• Be action oriented. Take on new opportunities and challenges with a sense of urgency, high energy, and enthusiasm.
• Be an effective communicator. Develop and deliver multi-mode communication that conveys a transparent message to suit the audience needs. Be able to interact inclusively and effectively across all levels.
• Possess the ability to multitask and prioritise. Juggling multiple tasks in parallel, often with changing requirements and priorities.
• Able to create a unique working style that engages the team and promotes a positive working culture.
• Be creative and think outside the box. Possess a willingness to innovate and explore new ideas.

Qualifications