Team Leader

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description Do you have a passion for people, the drive to deliver a fantastic customer service whilst monitoring, coaching and supporting your team to achieve KPI targets? We are looking for Team Leaders to join our Call Centre in Leeds! Contact - Permanent Hours - 37.5 per week Salary - £23,000 - £26,000 (depending on experience) Opening Hours - 8am – 8pm, Monday to Sunday The purpose of this job: Supporting a team of 10-12 Customer Service Representative in our Leeds based Contact Centre. The site delivers services to customers of the Dart Charge Crossing through webchat, customer calls and correspondence channels. The main accountabilities of the role are: - Deliver one-to-one and coaching sessions - Management of sickness and absence - Consistently display role model behaviours - Performance and conduct management - Chairing team meetings - Contributing to a fun and engaging department Job dimensions: - Ability to coordinate team efforts to achieve overall company and client goals - Works within established precedents and practices and responsible for team results - Supervises daily tasks of the business and directly impacts the quality of services provided - Supports and trains team members to impact end user experiences - Ability to manage hiring and termination actions and training for multiple employees - Manages performance appraisals and pay reviews for team members - Accountable for functional, operational, and program management - Provides supervision including coaching and quality checks to support associate progress - Solves problems and evaluates possible solutions using past experience Responsibilities include: - Delivering quality, productivity, and compliance KPI reports - Coaching and providing feedback to team members to enhance performance - Sharing processes and business updates with the team - Supervising the team to identify coaching opportunities - Recommending training interventions when necessary - Outlining best practices for associate growth and improvement - Performing other duties as assigned - Complying with all policies and standards Closing Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the