Assistant Team Leader Bookings

The ideal candidate should have a passion for leading or managing others. In this role, you will collaborate with Operations Managers and other Team Leaders to create a supportive environment where teams take proactive ownership of their targets, share best practices, and provide solutions to meet those targets in alignment with our business strategy. During this secondment, flexibility in working hours will be required, with shifts scheduled between Monday and Saturday from 8 AM to 8 PM (with a maximum of one Saturday every four weeks). If you or someone you know is interested in this role, please find more information below.

Key Responsibilities: -

Leadership:

• Oversee the successful daily operations of a team of VSCs by providing strong leadership, motivation, engagement, and coaching to help employees meet their daily, weekly, and monthly call/booking targets.
• Carry out duties as directed by Team Leaders or the Operations Manager to ensure the team operates effectively and meets client requirements and timelines.
• Coach team members to enhance their performance.
• Step in for Team Leaders as needed to cover annual leave and unplanned absences.
• Provide performance data and support the booking calendar.
• Assist Team Leaders in ensuring each team member achieves set targets.
• Adapt roles and responsibilities to meet business needs, especially during peak times or high absenteeism.
• Support new colleagues by bridging knowledge gaps.
• Foster a supportive team culture by collaborating with other areas of the business to share best practices and learnings.
• Assist in handling unexpected business continuity incidents and team response situations to minimize impacts on customers and clients and ensure a successful recovery.
• Resolve issues at the first point of contact and encourage the team to do the same within their limits.
• Ensure all team communications, both written and verbal, are professional and align with company values

Audit and Compliance:

• Ensure adherence to all company policies and security processes.

Resource and Capacity Management:

• Ensure appropriate resourcing and capacity are scheduled to handle all calls within agreed service level agreements (SLAs) while providing exceptional customer service.
• Optimize surveyor capacity.

Desirable Experience:

• Customer service experience.
• Experience dealing with complaints and difficult customers.
• Familiarity with CRM systems.
• Ability to use data to drive performance.
• Previous experience in a deputizing role, ideally in a contact center.
• Team building and motivation to create an engaged workforce.
• A positive, professional, and resilient individual with excellent communication skills.
• Demonstrable Values and Behaviors:
• Deliver on promises: Maintain focus on achieving and exceeding team targets through tenacity and dedication.
• Put customers first: Demonstrate a strong work ethic by delivering consistent and accurate results and responding to requests respectfully and professionally.
• Be honest and accountable: Be clear, accountable, reliable, knowledgeable, and direct.
• Listen, learn, and innovate: Seek opportunities to improve business processes by collaborating with others, being receptive to new ideas, and offering innovative solutions to business challenges.
• Deliver on promises: Maintain focus on achieving and exceeding team targets through tenacity and dedication.
• Put customers first: Demonstrate a strong work ethic by delivering consistent and accurate results and responding to requests respectfully and professionally.
• Be honest and accountable: Be clear, accountable, reliable, knowledgeable, and direct.
• Listen, learn, and innovate: Seek opportunities to improve business processes by collaborating with others, being receptive to new ideas, and offering innovative solutions to business challenges.