Contact Centre Team Leader 

At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business. And we’re all about helping them to shine.

The main purpose of the role is to manage the performance of the contact centre agents and manage the client’s workloads and contracted service level agreements.  To motivate and performance manage, ensuring that key targets are met. Ensuring that appropriate action plans are in place for under performance, and positive feedback and recognition is given. To coach, and inspire agents to deliver service excellence, through high employee engagement.

How will you be the change?

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way

And as a Contact Centre Team Leader with Bellrock, you’ll do it by…

• Call Quality coaching & honest feedback, identifying challenges to overcome & opportunities to improve.
  
• Monthly 1-2-1 meetings with team members, focusing on KPIs, behaviours, continuous improvement, development and business updates. 
• Conducting RTW interviews/ managing positive attendance, Performance Management sessions, Probation Review meetings & Personal Development Reviews, Disciplinary meetings and also assisting the broader leadership team in these areas.
• Daily Team Huddles to handover/ identify any issues that may affect the operation of the Client Service Centre.
• Focusing on resourcing daily vs. call volumes and ensuring that all call queues are adequately resourced, absorbing sickness & holidays, breaks & lunches across the 24 hour shift pattern.
• Ensuring that workflows are distributed throughout teams and that the output is measured & reported back to the CSM.
• Monitoring the call queues and taking action to maintain the required Grade of Service & agent adherence.
• Ensuring that emails to the Helpdesk Supervisors inbox are dealt with within a timely manner.

What does it take?

If you’re ready to be the energy that helps us build our business, share our success, and really own it as a Contact Centre Team Leader, you’ll need…

• Experience managing and coaching a team
• Understanding of contact centre KPIs and operations.
• Be authentic, honest and perform the role with integrity
• Experience managing a team
• Being available, accessible & assertive.
• Ability to think and make decisions quickly
• Passion to lead by example and support in delivering a fantastic customer journey
• Ability to collaborate with other departments and stakeholders for continuous business improvement