Call Centre Team Leader

Role Title: Call Centre Team LeaderReports to: UK Call Centre Manager/Business Operations ManagerLocation: Hybrid (UK based). Offices located in Birmingham B1 2LP, London EC3A 6AP and Wilmslow, SK9 5BGAbout EMLEML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.The RoleThe Team Leader role is focused on the management, guidance and supporting of a team of agents to ensure the day-to-day successful running of the call centre team. The role will require you to maintain and develop excellent inter-staff working relationships, adhere to strict SLA response times, as well as continually striving towards EML’s #ONETEAM motto.What you’ll doMaking sure that strict SLA time frames are followed, and that areas of underperformance in this regard are recognised in advance, remediated and escalated to Management where appropriateRepresent the Call Centre team at contract review meetings for key contractsDay-to-day management and co-ordination/prioritisation of staff and staff related issuesOwnership of weekly and monthly reporting and statistics, both to external sources and for internal review.Maintain customer/client email inboxes, including those on MACP as well as the dedicated HO Complaint inboxRespond to daily customer queries that are more complex than those handled by customer support, as well as official complaints and escalationsEnsuring continual staff improvement in performanceConduct monthly performance reviews with staff members to provide feedback and points for continual improvementEffectively manage staff absence, lateness, and non-performance in a professional mannerResponsible for rota upkeep and annual leave planningEnsure accurate weekly reports are delivered to Management, detailing on weekly team performanceCollating statistical figures for End of Month Reports sent directly to the clients including the Home Office and other key partners and suppliersWhat you’ll bringManagement experience preferable but not a necessityAbility to effectively people-manage difficult personal situations, as well as return constructive criticism and praiseOperate in a fast-paced call center environment where multiple issues may arise at any one timeExcellent problem-solving skillsAbility to operate at high level internally, working with relevant departments to resolve issuesProven track record of consistent delivery of resultsExcellent communication and conflict resolution skillsHigh level of organisation and the ability to deal with multiple complex issues at the same timeCan identify potential risks and issues that may affect business objectivesUnderstands how and when to appropriately escalate issuesWhat you will be offered25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days!Global business landscape that connects you with colleagues working throughout Australia, UK, North America and EuropeHybrid working - Be empowered to work smarter, in a way that suits your lifestyle12 weeks paid parental leavePaid professional membershipsPension schemeShort term bonus schemeCompany Health SchemeLong term illness coverLife Assurance (Death in Service) CoverEAPBenefitsHubCompany Culture and Values Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.Company Structure EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.EEO Statement Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.