Team Leader CSS

The role holder is primarily responsible for the management of a mix of high volume straightforward products. He/she manages, leads, and motivates a team of Team Members who perform routine, clearly defined operational processes in a highly scripted high volume services environment. Key objectives are customer satisfaction, revenue collection and high quality of service

• May act as the first escalation point for customer or internal issues.
• May be involved in providing information at a local level with trade unions.
• To demonstrate awareness of BT’s strategy and good knowledge of unit/ CBS strategy.
• To coach Team Members on processes and procedures for own products and ensure compliance targets are met for own team.
• To meet all people related targets – Attrition / Shrinkage / Care Scores.
• To meet all Process KPI targets for the Team / Direct Reports.
• To communicate operational plans as it applies to the team, to manage work volumes within the team and report on productivity and other measures as required.
• Drive Process improvements with respect to Quality and Productivity.
• Take up additional responsibility as and when needed apart from BAU.
• Liaison with support departments to ensure smooth operations and provide resolution to Team queries.
• Escalate / Flag challenges to the LM for Potential issues with people and performance.
• To complete assigned Task on Time for Self & Team

Experience:

• Overall experience of over 4 years in the Telecom, IT or ITES industry
• Ideally some experience as a line manager, or significant experience as a Subject Matter Expert within the organisation.
• Excellent coaching and mentoring skills.
• Good numerical and logical acumen
• Good communication skills both written and spoken
• Ability to present thoughts and ideas in a logical manner
• Knowledge of MS suite

Skills:

• Strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences
• Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy