Team Manager

Wescot are a contact center business offering a range of financial services across various sites. We work on behalf of banking, utility, telecoms and retail finance companies whose customers have fallen behind with their repayments. We strive to deliver gold-standard customer service, working with each individual customer to establish affordable and sustainable repayment arrangements. We are focused on an ethical approach and provide excellent service which we believe is due to our fantastic employees offering the best possible outcomes to all our customers. Due to vast growth we have an exciting opportunity to join our Operational team in Glasgow city center which is based conveniently next to all travel links, gyms, restaurants and cafes. You will also receive a competitive salary and fantastic benefits package. The Role: Accountable for a group of Team Leaders (c. 2) and Agents (c30). Responsible for leading the Team Leaders (TLs) to ensure business requirements are delivered to plan, including compliance, commercial, operational efficiency targets and managing in accordance with the company competency framework, policies and procedures. Key Deliverables: Responsible for the delivery of department SLAs, ensuring that all compliance, commercial and efficiency targets are met or exceeded. Identify TL and agent performance versus targets; guiding the coaching work of the TLs and translating these into appropriate performance appraisal feedback, development plans or formal procedural action and execute these actions. Understand the compliance and conduct risk obligations of the 1st line of defence and ensure these are implemented within all activities. Maintain expected team standards and ensure best practice people management by conducting all people management related activity, including disciplinary hearings, attendance reviews, return to works, flexible working requests and performance improvement activity in accordance with Company policy. Responsible for working proactively and constructively with other company stakeholders to establish and maintain department compliance, performance, policies and procedures whilst shaping a ‘can do’ culture within the TL management team. Key Tasks Conduct regular (every 4-6 weeks) 121/company appraisal sessions with all agents and team leaders, using relevant documentation. This includes use of PDP or PIP as appropriate to the agent or TL development needs. Review TL and agent performance data to direct TL coaching to where required. Lead bi-weekly team review sessions with TLs to decide performance management interventions on all areas of agent performance (e.g. call quality, commercial performance, efficiency, complaints and account errors). Conduct all hearings under formal company policies such as disciplinary hearings, sickness/TOFD RTWs and attendance reviews, FWRs, grievances and appeals. Conduct weekly call calibration as per rota for TLs. Conduct coaching observations using documentation for TLs (2 x call feedback and 2 x call calibrations per month); feed these into 121 appraisals. Update and administer relevant systems as required in line with company processes such as HR system, Agent Hours Database. When required, support client visits, audits and call calibrations to represent company as a POC and expertise on 1st LOD compliance, process or procedure matters. Attend and contribute to quarterly bonus calibration sessions to decide eligibility for TL and agent bonus. Lead agent team meetings in line with schedule. Attend own team meetings in line with schedule. Attend own 121 review sessions with BPM as scheduled. Cover a rotation of required hours across weekdays and weekends; ensuring the security of the department when lines close and operators leave and closing processes are adhered to. Conduct manager calls on EODs in line with company process. Acting as POC in the absence of the Business Performance Manager; leading team meetings and representing the Business Performance Manager in meetings, projects and duties where required. Support Agent and Team Leader recruitment as required. Act as POC for the TL team on process, people and systems queries. Knowledge / Skills / Experience: Proven track record of team leadership, coaching and performance delivery in a contact centre role, ideally within an outsource environment. Proven track record of delivery and experience of inbound and outbound collections (preferably in either banking, utilities or telecoms) and familiarity with customer and regulatory processes. Ability to communicate and influence with gravitas at all levels within the organisation, experience in leading meetings with a junior management team and stakeholders and represent the company in interacting with clients or external third parties. Passionate about delivering the right outcome for the business, client and customer and the proven ability to inspire this in others. Passionate about creating the right employee experience through role-modelling positive management culture, managing effective performance, maintaining excellent behavioural standards and effective communication models and proven ability to deliver this. Commercially aware, possessing sound business acumen and the ability to analyse and interpret data. Ability to work on own initiative and as part of a team with proven ability to innovate and deliver change. Ability to use Microsoft Office. Key Metrics for Performance Objectives: Delivery of planned coaching interventions (through TLs) Delivery of expected call outcome distribution. Delivery of commercial targets. Delivery of compliance/quality targets. Delivery of efficiency targets. Delivery of administration targets Wescot is an equal opportunities recruiter and welcome applications from all suitably skilled applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age. We are an FCA regulated company we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening on all successful candidates