Regional Team Leader - Call Centre

Job Description

Regional Team Leader

To effectively manage one of four Operational circuit teams to achieve agreed service level performance. To utilise Driver resource capacity on the most cost effective basis possible. To ensure all my clients operational facilities are effectively utilised and supported. To ensure the Operations team is utilised effectively. To evaluate existing practices and continually improve performance.

Main Responsibilities

The Regional Team Leader is a member of the Operations Management Team reporting into the Operations Manager - 

Core Duties:

• Ensure the regional team you are responsible for is appropriately resourced both internally/externally, structured and led to deliver service levels to the agreed levels.
• Ensure all staff have clear objectives, guidance & support and are effectively performance managed which includes an annual performance review.
• Monitor processes and policies in support of my clients goals. Implement departmental policies and procedures to maximize output.Work with Performance Management and Continuous Improvement. ISO 9001/2008/
• Support Operational colleagues to ensure optimal planning of resources, particularly in the size and capability of my clients Driver resources. Working with Compliance team on continual driver development.
• Provide day to day leadership to the regional team to ensure maximum effectiveness, efficiency and co-ordination of all elements of service delivery for my client
• Working with the Operational management to ensure that the Regional Teams meets their goals and that they are receiving the required number of assessments, to the agreed quality standards and deadlines and to a schedule that enables effective planning and delivery of the agreed KPI.
• To ensure that the accuracy, quality of work and communication to customers both internal/external is of a consistently high standard.

Initiatives:

• Implementation & Focus on system accuracy and internal process adherence.

Significance of Role:

• A critical role in the successful delivery of my clients Service as this role provides the oversight to management and coordination of all service delivery.
• Each circuit managed by this role has a significant contribution to overall efficiency, effectiveness, profitability and overall delivery of service.

Key Competencies and Experience

• Planning and organising
• Decisive decision-making
• Influencing and leading
• Delegation
• Team work Performance Management
• Conflict management, Negotiation and arbitration

Key Focus areas: 

Overall Collection and Delivery Performance

Staff Turnover