Team Leader

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Encore

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📣 Marketing

🏨 Hospitality

Consulting • Marketing • Hospitality

Encore is a global leader in event planning, creative production, and technology solutions, specializing in in-person, hybrid, and virtual events. With expertise in event branding, content development, staging services, and audiovisual solutions, Encore serves a diverse range of event formats, including conventions, meetings, and weddings. The company is dedicated to delivering engaging experiences while prioritizing sustainability and inclusivity in their operations.

📋 Description

• Lead and coach a group of approximately 15 Agents to deliver commercial, compliance and efficiency targets • Ensure adherence to compliance legislation, guidelines, company policies, procedures and competency framework • Coach Agents on compliance, conduct risk, affordable and sustainable payment arrangements, and commercial performance • Conduct agent coaching interventions and use performance data to create coaching and development plans • Provide feedback through the company performance review process with the Team Manager • Conduct regular briefings, lead team meetings and maintain team morale, motivation and a can-do culture • Manage change positively and recommend continuous-improvement initiatives • Act as Duty Manager, providing floor cover and handling escalated Expressions of Dissatisfaction calls • Plan and conduct six call-coaching observations per Agent per month and complete Call Quality audit records • Review weekly Agent Exception Reporting and monthly Agent Errors Reports, coaching or correcting errors as required • Lead call calibration sessions and attend peer-group calibrations • Attend bi-weekly team reviews and 1-to-1 sessions with the Team Manager • Lead conduct or grievance investigations, excluding hearings • Coach Agent queries and act as the point of contact for process, people and systems questions • Coordinate shift swaps and overtime administration, ensuring appropriate Agent cover • Secure the department when telephone lines close and Agents leave, following closing processes

🎯 Requirements

• First Direct knowledge is essential • Proven track record of coaching and improving performance through tutoring and motivation of frontline Agents • Ability to communicate and influence with gravitas across the organisation • Experience leading call calibrations and other training sessions • Ability to organise, deliver and document structured and regular coaching on call behaviour, process, system and policy • Previous experience taking and resolving escalated customer queries in line with company and regulatory procedures • Ability to convert escalated calls into coaching where appropriate • Commitment to delivering the right outcome for the business, client and customer • Proven ability to inspire these standards in others • Commitment to creating the right employee experience through positive management culture, effective performance management, excellent behavioural standards and effective communication • Ability to work on own initiative and as part of a team • Proven ability to innovate and deliver change • Availability to cover all operating hours across weekdays and weekends on rotation

🏖️ Benefits

• Full-time position at 35 hours per week • 6-month secondment opportunity