Customer Care Team Leader

Here at bp pulse, we're energising the future of transportation by developing fast and convenient charging solutions for consumer and commercial electric vehicles.
Over the course of more than 10 years, we have designed and developed innovative electric vehicle charging solutions that enable EV drivers to charge at home, at work and on the go.
Our charging points have been used over 35 million times to enable around 200 million miles of zero tailpipe emission driving globally.
We are looking for an experienced Customer Care Team Leader to join our team, managing a team of customer care advisors handling a diverse variety of inbound and outbound communications with customers, including calls, emails and live chats from customers across Europe, UK, ANZ & USA.
Our contact centre is open 365 days a year, 24 hours a day supporting our customers on the go with their charging needs.
These roles require working on rotational shift hours: 5:00am - 5:15pm (3 days on & 3 days off, including working on weekends).
Key Accountabilities:
Department-level Responsibilities:
Ensuring that established processes are adhered to (both remotely and on site) and ensure that teams and advisors follow a standardised approach.
Supervise the running of a safe and efficient operation, working within guidelines to help ensure that established processes are adhered to (both remotely and on site) and that teams and agents follow a standardised approach.
Be an SME for critical customer operations systems to maximise process efficiency and customer engagement.
Own shift and time management across both hubs to ensure delivery of consistent customer service.
Attend the daily and weekly stand-ups and operations calls, reporting on performance and communicating across the department.
Handle breaks and lunches in line with real time customer demand requirements.
Handle escalated issues from advisors and the shared team leader mailbox, advancing to the head of customer care as required.
Support or lead on specific projects as required.
Act as a Leader - you demonstrate proactive leadership skills, by owning problems and looking for solutions.
You engage with all advisers across teams and hubs and celebrate advisers doing things right but also address in the moment when things aren't up to standard.
Provide operational performance reporting as required to relevant parties.
This can be expected to be the head of customer care, demand forecasting/planning, and real-time functions.
Act as duty manager for shifts where no manager is present, taking ownership for raising P1 and P2 incidents as required to operational on-call representatives.
Proactive monitoring of our real time performance to understand contact drivers and look to mitigate impact.
Team-level Responsibilities (Leading a team):
Strive for a culture of continuous improvement through important metric management and process review.
Run weekly team huddles with the team to update them on business news, review metrics and set focus areas and targets.
Maintain a Skills Matrix for the team & review regularly to identify skills gaps.
Use the skills matrix to coordinate agent skills development to ensure that the team has adequate skills available to match anticipated volumes of case types.
Be responsible for supporting with hiring process and have the authority to accept or reject prospective hires into their team.
Onboard and monitor new staff through their probationary period.
Manage team absences and return to work requests.
Advisors-level Responsibilities (Leading individuals):
Organise and run weekly group and individual training sessions for advisors, focusing on how their actions impact important metrics and setting them individual performance targets.
Carry out formal staff 121's for all team members at least monthly, including a minimum of 3 call listening sessions per agent.
This should then be supplemented by regular ad-hoc mentor, averaging at around 1 hour per agent, per week.
Identify training needs and organise and/or deliver training to develop skills.
Undertake and support employee appraisals and pay-structure reviews.
Undertake disciplinary and related tasks in conjunction with HR support.
Other key interfaces (Working with peers and other business functions):
Have regular contact with planning (at least weekly), aligning on forecast demand and our requirements for headcounts, hiring, training, overtime, annual leave, etc.
This is based around the weekly ops meeting.
Have daily contact with real-time analysis, aligning on handling our answer rates and wait times, through intra-day management of breaks, lunches, training etc.
Maintain regular contact with other team leaders to standardize ways of working and identify alignments.
Collaborate to organize cross-team group mentoring sessions for agents with similar coaching needs across both hubs.
Proactively identify factors leading to demotivating and disengagement within your team and across both hubs, using insights to implement strategies that foster a positive and engaging work environment.
Education & Experience:
Diploma or Degree in any Discipline
Experience managing a team, preferably in a contact centre environment
The ability to effectively motivate and performance manage teams in a fast-paced environment
Interpersonal skills with the ability to develop effective relationships at a variety of levels both within the team and with the client and customers.
A high level of organisational, planning and time management skills
Experience driving quality in a customer-facing environment
Excellent communication skills.
Experience in a coaching or mentoring role
Results-orientated and target driven.
Computer literate (Outlook / Word / Excel).
Preferred: Working knowledge of Amazon Connect, Salesforce
Others:
This role will sometimes require flexibility outside of normal production hours to undertake & engage with the BP Chargemaster 24-hr operation.
Preferred but not required: Working knowledge of Amazon Connect, Salesforce Service Cloud.
This role will require you to work on aShift Work Pattern – 5:00am – 5:15pm
Travel Requirement:No travel is expected with this role.
Relocation Assistance:This role is not eligible for relocation.
Remote Type:This position is a hybrid of office/remote working.
Legal Disclaimer:
We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status.
Individuals with an accessibility need may request an adjustment/accommodation related to bp's recruiting process.#J-18808-Ljbffr