Work Related: Nvq Team Leading Intro

Unit 1:
Manage Personal Development. – F/600/9469
Elements 101 - 104

The call centre team leader role has many performance requirements. It is an expectation that the call centre team leader must demonstrate excellent work habits, good judgment, knowledge of products, procedures and processes, and possess excellent interpersonal skills for handling both staff and external customers. The desired skills include the ability to effectively manage colleagues. Be able to accurately diagnose performance issues and develop effective action plans to address the root cause of issues; while reaching and maintaining the balance of delivering instructive, supportive, collaborative and motivational coaching sessions that actively encourage “two way” open communication. It is important to be adaptable with the ability to change coaching style to best suit the advisor.

The above paragraph is a broad overview of my role however to measure that I am effectively meeting the required standards, I have a role specific PD which details the objectives I must meet. These objectives are divided into 5 categories, or as they are known in Barclaycard, “The 5 Cs”: Customer, Colleague, Community, Company and Control. Each section in turn has several sub categories, making 24 in total.
Objectives for 2011
      1.1 Quality Checks completed monthly
      1.2 Quality scores for team
      1.3 Soft Skills scores for team
      1.4 Service Excellence/121’s documented
      1.5 Cross site consistency
      1.6 CSAT Customer experience
      1.7 Complaints %
QA Checks % for team
I am the lead in this area and have responsibility to co-ordinate a small team of “Quality Checkers” making regular checks to ensure the full quota of checks is completed for every colleague in the PDQ dept. every month. I also facilitate consistency meetings with this team throughout the year to help them keep abreast of any changes that are implemented and to give them an...