Contact Centre Team Leader - FP Europe

First point Europe officially launched in October 2009, and currently provides HR support services to 11 countries.

First point is a dynamic, exciting and forward thinking place to work with a commitment to excellent customer service and the continuous improvement of the delivery of HR services to the business.

The Resolution team for first point Europe is made up of 4 market pods and the Contact Centre team.

The Contact Centre team is the first contact point and key customer service offering to all employees, line managers and HR colleagues. The primary focus of the Contact Centre team is around Query Resolution and coordination between various teams. This involves answering enquiries and requests for service across HR processes and policies using specialised telephony and technology. The focus is on the accuracy and quality of response and the ability to resolve queries to the customers’ satisfaction through superior customer service.

 

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Purpose of Role 

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The Contact Centre Manager is responsible for managing a team of ca.10 multi-lingual HR Advisors who are the first point of contact for all HR enquiries and will resolve the majority of enquiries at the first point of contact. This role acts as the lead for the delivery of excellent customer service.

They will work closely with other SSC teams, Global teams (process owners) and In-Market HR to ensure consistency of approach and fit for purpose activity.

Finally, the role is a representative of the first point team to one of the customer markets, acting as Engagement Partner to one of our customer groups, and partnering with them to embed the HR model and enhance total functional service and performance.

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Top accountabilities 

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 People management and development to recruit, develop and sustain an engaged, empowered and focussed team who are passionate about compliance, great customer experiences and consistently high standards of performance.

 Ensure service continuity across a multi-language phone service and 2 shift operation.

 Focus on ensuring the team provide superior customer experiences through building their passion, capability and stakeholder management skills.

 Lead the data quality agenda for first point Europe, both ensuring all Resolution teams have the necessary awareness, capability and on-going support they need to be confident and capable and also leading the reporting for total data integrity and quality within first point and the European HR community in general, partnering with HRBPs.

 Embed continuous improvement and LEAN thinking as the way we do things around here.

 Provide proactive input to support the business in ad-hoc projects including the implementation of organisational restructures.

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Qualifications and experience required 

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 Previous People Management Experience of a large, multi-lingual team would be ideal.

 Previous Commercial, HR Business Partner or direct People Management experience desirable

 Ability to manage and support significant, on-going and complex change

 Ability to find solutions, tackle barriers and positively galvanise others around you. Can develop and implement consistent long term solutions and future prevention across multiple markets

 Aptitude for technology with the ability to manipulate and manage systems to deliver insights.

 Can deliver through others, knowing when and how to delegate and grow others ownership and impact. Has the ability to coordinate and organise multiple activities through the use of diverse resources

 Ability to partner with and influence key stakeholders at all levels, balancing holding the tension when needed, with being responsive to customer needs

 Experience of having successfully engaged, motivated and influenced a variety of stakeholders. Able to build credibility and relationships with line managers, employees and other HR teams.
Contact Centre Team Leader - FP Europe