Team Leader, Management

Overview

Join to apply for the Team Leader role at AIGA Nashville

Operational

Hours:

Monday to Friday, 8am-6pm. As a Service Delivery - Team Lead working hybrid in Leeds UK, you will support one of the world’s leading automotive brands.

• Grow your career in the CX industry and gain direct management experience. Motivate your team to meet company and client metric performance goals.
• Answer associates’ questions, listen, guide them to resolve issues, and handle customer escalations while ensuring quality customer experience on every interaction as the first-line manager for your team.
• Coach associates to ensure achievement of company and client goals, address employee-related issues, and coordinate training on new or revised information related to services, products, or processes and projects.
• Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance, processing payroll, and other administrative tasks.
• Motivate and mentor your team with regular coaching and feedback, recognize successes, and have difficult conversations when needed.
• Utilize company and client tools and applications to accomplish tasks; troubleshoot technology issues and support outage processes.
• Impact the financial health of the company by leading with compassion, supporting employee retention, and influencing metrics such as absenteeism and payroll accuracy.
• Manage your team’s workload to ensure high productivity from on-site and home-based employees.
• Collaborate with operational leadership and the engagement team to drive engagement and buy-in from you and your team.

• Demonstrable experience in a similar Team Leader role in customer service experience or a similar call center role.
• Time management skills to prioritize tasks and take timely, decisive actions.
• Ability to engage and support the team while focusing on overall performance in a dynamic environment.
• Empathetic leadership with professionalism when handling conflicts with diverse team members.
• Customer-focused mindset to support high standards of service delivery and personal accountability.
• Effective communication with a positive team outlook; proficient in most Microsoft packages and generally tech savvy.

• Hybrid work split between our offices in Leeds and home.
• Inclusive culture and a community-minded organization where giving back is encouraged.
• A global team of curious lifelong learners guided by company values.
• Performance bonus opportunities.
• Private Medical Insurance.
• 25 days of annual leave + 8 bank holidays.
• Regular brand engagement days with on-site activities, updates, and branded merchandise.
• Quarterly product and business updates.
• Opportunities for international travel to attend product updates and new model launch events.
• Engagement days to strengthen teamwork and culture.
• Engagement budgets to support team activities and high-quality engagement experiences.
• On-site amenities including a fully equipped gym, shower facilities, indoor bicycle storage, and modern breakout areas.