Marcus by Goldman Sachs, Team Leader, Analyst, Birmingham
On-siteBirmingham, England, United Kingdom
Job Summary
Lead and develop a team of 12–15 customer support agents by coaching them to meet performance expectations and using data to identify trends for improvement. Provide inbound support, handle escalated customer issues, and act as an escalation point by taking over calls where necessary to ensure consistent delivery of exceptional service. Take ownership of customer enquiries, collaborate with peers to maintain leadership consistency, and work with business partners to manage resource requirements and schedules. Ensure agent and team controls are managed daily, weekly, and monthly while proactively logging and escalating new issues or risks.
Required Qualifications
- Previous experience of managing a contact centre team
- Demonstrable experience in coaching teams to achieve expected KPI's using recognised coaching models
- Strong understanding of contact centre metrics
- Proven track record of achieving contact centre metrics
- Ability to manage your own workload whilst balancing the needs of the customers and your team
- Excellent analytical & problem-solving skills
- Ability to think creatively and change approaches to deliver better outcomes
- Ability to stay calm and focussed whilst delivering on multiple priorities
Desired Qualifications
- Experience managing a contact centre team in Financial Services/Retail Banking
- Experience managing a contact centre team in other customer facing regulated environment
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