Team Leader - Contact Centre (Preston)

Welcome to Ingenico

Payments happen everywhere. In shops, on busy streets, and across countless digital touchpoints. In many of these everyday moments, Ingenico quietly powers the way customers pay.

As a global leader in payment acceptance, we make transactions simple, secure, and seamless for millions of people worldwide.

With operations in more than 30 countries and over 4,000 experts, we have spent more than 45 years shaping the future of commerce. Guided by trust, innovation and care, we build technology that moves payments and fintech forward.

Location: Preston. Free onsite parking

Work type: Hybrid. 3 days in the office and 2 day from home

The impact you’ll make

You’ll lead a friendly and down to earth contact centre team and play a key role in delivering great experiences for our customers. By coaching, supporting and developing the team, you’ll help drive strong results, improve processes and build a true customer first culture. Our customers can range from the biggest of banks, to the smallest of retailers and everyone in between so no two days are the same. Due to an internal move a role has opened up in Preston based contact centre.

What You Will Do

Lead and support a team of up to 15 Contact Centre Agents across Level 1 and Level 2 Coach and develop team members through regular one on ones, feedback, learning sessions and reviews Monitor performance, analyse trends and implement improvement actions Manage rostering, attendance and adherence to ensure effective coverage Collaborate with People & Culture, Training, QA and other internal teams to get your team what they need to be successful Build on our culture of trust, innovation and care and have fun doing it! Manage day to day operations to ensure SLAs and KPIs are met Support escalations and handle complex customer issues when required

What Helps You Succeed

Proven experience in a contact centre leadership role, we’re open on industry background anything with a technical aspect will be highly regarded. You enjoy people leadership, coaching and have great communication skills Results and data orientated, you can spot the opportunities for improvement. Strong analytical and problem solving capability, you know how to implement improvements. Confidence using contact centre systems and tools, including CRM and telephony platforms A strong understanding of key contact centre metrics such as AHT, SLA, FCR and CSAT Energy, empathy and know how to lead through change. Open to Australia PR or Citizens, unfortunately we are unable to provide visa sponsorship for this role

Our Commitment to inclusion and belonging

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived. Ingenico welcomes and encourages applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. We want to adapt our processes and create a safe work environment that welcomes everyone. To learn more about what it's like working inside Ingenico, follow us on LinkedIn